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Form of workJOB TITLE: BILINGUAL CONTACT CENTER REPRESENTATIVE Functional Area: Operations
Department: Contact Center
FLSA Status: Non-exempt
Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law.
ABOUT THE ROLE:
Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.
We are looking for a Bilingual Contact Center Representative who is driven to make a positive impact on the employee experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you're always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!
The Bilingual Contact Center Representative will provide effective and efficient service to membership in all operations over the telephone while following the Credit Union policies, procedures, and guidelines.
This is an exciting opportunity to bring forth new ideas and see those ideas come to life!
WHAT YOU WILL DO:
- Responsible for answering incoming calls promptly and in a friendly and courteous manner.
- Lead with technology-based solutions and education to promote self-service.
- Processes member transactions with accuracy and efficiency.
- Provides information and applicable forms concerning products and services.
- Interviews members to analyze and determine members' needs.
- Adheres to credit union's procedures regarding verification while processing member requests.
- Balances Teller ID at end of each business day.
- Supports, promotes and cross-sells Credit Union products and services.
- Functions as a troubleshooter to resolve issues.
- Maintains required records.
- Assist members with requests and trouble shoots issues concerning the website.
- Monitor and respond to digital communication in a professional manner such as e-mail correspondence, fax, text, online banking messages, and chat communications.
- Support the Seattle Credit Union vision and brand and represent it with every member interaction.
- The ability to support members utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, bill pay and ATM's.
- Provides branch support regarding online banking.
- Maintains a product referral rate in accordance with department goals.
- Maintains a Quality Loop satisfaction rating in accordance with credit union goals by providing high quality service based on our service standard.
- Demonstrate effective service interactions using the Service Interaction and Handling Objectives Model.
- Maintains knowledge of Seattle Credit Union's Bank Secrecy Act policy, procedures, and practices to meet compliance requirements.
- Communicate effectively, both verbally and written, in English and a second language.
- Other duties as assigned.
WHAT YOU WILL BRING:
Basic Qualifications:
- EDUCATION REQUIREMENTS
- Education or job knowledge equivalent to high school education.
- Accurate 10-key skills.
- Accurate keyboarding/typing skills.
- Excellent telephone skills.
- Good communication skills.
- Strong people and customer service skills.
- Ability to connect with others with tact, discretion, and courtesy within and outside the organization.
- Ability to perform basic math calculations.
- Ability to operate various office equipment including computer terminals.
- Ability to handle stress in a high volume and fast-paced environment.
- Must maintain very satisfactory attendance.
- Professional appearance and demeanor.
- Ability to multi-task and handle many tasks at a given time.
- Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Visio).
Preferred Qualifications:
- Financial Institution background.
- Minimum of one year's experience in a credit union or other financial institution preferred.
- Comprehensive knowledge of state and federal regulations such as Reg. B, Reg. E, Reg. D, Reg. CC, Reg Z, and the Bank Secrecy Act.
Working Conditions:
- The role is fully remote. You may be required to attend off-hour and off-site meetings throughout the year. You will be notified in advance to plan for travel.
- Indirect exposure to robbery.
- Extended periods of time on the telephone and computer required.
- May be required to work alternating Saturdays.
- Will be subject to call monitoring (either silent or side-by-side).
- Physical effort may be required to lift equipment mailed to representative that may weigh up to 50 lbs.
- A private and secure home workspace is required.
- A strong and secure internet connection is required.
- Team members may attend special off-hour meetings and seminars.
- The nature of work may include prolonged periods sitting at a desk and working on a computer.
Benefits:
Seattle Credit Union supports and invests in our employees. We offer many great benefits including zero contribution medical, dental, and vision plans for our employees. Additionally, SCU offers a generous paid time off program as well as a 401k plan with a dollar-for-dollar employer match up to 5%.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed above are representative of the knowledge, skills and/or abilities required.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Pay Type Hourly
