Contact Center Specialist – Bilingual in Spanish
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Job Description
Bilingual Contact Center Specialist serving Peak Credit Union members by phone. Processing financial transactions, supporting online banking, and promoting credit union products.
Responsibilities:
- Establish professional, quality-based member relationships focused on meeting members’ financial needs
- Promote a service culture by recommending credit union products and services
- Serve as a liaison between members and the credit union in accordance with policies and procedures
- Greet and assist members and potential members by phone
- Process and record member transactions including withdrawals, loan payments, wire transfers, and money transfers
- Answer inquiries about statements, share withdrawals, and loan payoffs
- Provide online banking technical support, setup, troubleshooting, and self-help guidance
- Follow member identification, security, and fraud detection procedures, including processing high-risk transactions
- Identify sales opportunities, introduce loan programs, and offer applicable products and services
- Work toward production and referral goals and participate in sales and marketing initiatives
- Perform other duties as assigned
Requirements:
- Minimum six (6) months experience in a sales or customer service environment
- Fluent in Spanish
- In-depth knowledge of credit union products, services, policies, procedures, and systems such as Symitar
- Experience managing difficult customer interactions and resolving member issues
- Ability to cross-sell products and services and address member account issues
- Ability to set and achieve program goals, manage work under pressure, and meet deadlines
- Contact Center or financial institution experience preferred
Benefits:
- Additional $2.00 per hour bilingual differential, subject to verification of strong grasp of financial terms
- Performance-based compensation incentives
- Medical, dental, and vision insurance, with 100% company-paid employee-only coverage option
- Health Care FSA (HCFSA)
- Health Savings Account (HSA) with employer contributions
- Dependent Care FSA (DCFSA)
- Life and AD&D insurance
- 401(k) plan
- 8 hours of vacation and 8 hours of sick leave accrued monthly
- 11 paid holidays
- 1 floating holiday
- 16 hours of self-care time
- 16 hours of volunteer time
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