Call Center Representative (Bi-lingual)

POSITION SUMMARY

Responsible for professionally and clearly answering the Call Center phone. Actively participate in all Credit Union promotional efforts. Responsible for assisting members resolve account or service related inquiries or directing to the appropriate department. Member interface includes but is not limited to issues related to questions regarding all NCU programs, fees, policies and services. Responsible for ensuring confidentiality of member information. Must be able to positively represent the Credit Union. This position is accountable for achieving various sales behavior and production goals and providing exceptional service at all levels. The expectations of this job are to build member relationships by providing excellent service and offering products that meet member's needs.

QUALIFICATIONS

High school diploma required. Two years' experience preferred. Call Center Representatives (CCR) must possess strong interpersonal and communication skills and must be able to understand and explain all Credit Union programs and services. This high contact position requires the ability to communicate effectively with prospective and current members. The CCR must understand disclosure information and be able to explain the requirements related to Truth-In-Savings. Should have a familiarity with PCs and an aptitude for learning information related to the needs of the position. Highly energetic and motivated individual. Is goal oriented and results oriented. Is motivated by the opportunity to earn monetary rewards and works well in an environment that supports this philosophy. Strives to accomplish all assigned tasks in a timely manner.

** APPLICANTS SHOULD BE BILINGUAL IN SPANISH AND ENGLISH***

RESPONSBILITIES

• Able to accurately and efficiently answer Call Center phones; professionally and courteously greets, cross-sells NCU products and services; build a rapport with members and potential members; and, closes conversation.
• Maintains member confidentiality at all times.
• Serves as an "Information Center" for member inquiries via the telephone. Is knowledgeable about all deposit, special account and various NCU programs. Fully explains features and benefits in accordance with NCU policy, standard procedures and regulations.
• Provide members with account related information (account balances, account history, check clearings, etc.), verifies account ownership, regularly verifies member address, phone numbers, email address, etc.
• Orders new checks, copies of share drafts, and Stop Payment orders and statement copies. Assists members with issues related to their NCU checking accounts.
• Maintains inventory of all department forms and supplies at work station.
• Works closely and cooperatively with other Credit Union departments and branches in a team approach to fulfilling the Credit Union's service quality standards.
• Develops sound solutions and is capable of on-the-spot decisions which complement the need for efficient, accurate, and appropriate member service.
• Accurately performs data entry as necessary.
• Responsible for compliance to all BSA policies, procedures and regulations within area of responsibility.

BENEFITS

NuMark offers 3 weeks of paid time off, time off for volunteer opportunities, medical benefits, a 401K plan with matching, and assistance with continuing education and furtherance of higher education.

ABOUT NUMARK CREDIT UNION

NuMark's mission is to enrich the financial lives of our members. We offer a full menu of financial services from mortgage and auto loans to free checking accounts and business services. We are dedicated to treating our members like family and helping them save money, so they can achieve their financial dreams.

https://www.numarkcu.org

EQUAL OPPORTUNITY EMPLOYER

Equal Employment Opportunity has been, and will continue to be, a fundamental principle of NuMark Credit Union where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.