Bilingual (Spanish / English) Call Center Representative

Join us at Prospera Credit Union and become part of a team that is passionately committed to providing personal, tailored financial guidance to each of our members.

At Prospera Credit Union, people aren't just numbers or transactions and you won't be treated that way either.

Juntos abrimos las puertas de oportunidades para nuestra comunidad! Imagine being able to get answers to your banking and lending questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the help you need to meet your financial goals. At Prospera Credit Union, we want members of all languages to feel valued and find their path to financial success by working with our Bilingual team members.

The ability to speak and write fluently in English and Spanish is required for this role.

This role will train onsite for several weeks (in Appleton, WI area) and has the potential to work remotely in the future. Must reside within a reasonable commute distance to one of our locations (Appleton area, Neenah, Menasha, Oshkosh - Wisconsin).

As a Call Center Representative, you will provide a high level of service in assisting members and potential members with a variety of phone requests, explain service, respond appropriately to situations and direct calls to the proper area. You will help members with basic to complex inquiries, such as every day account questions and transactions (account history, transfers, loan payments, etc.), online banking questions and setup, and other more complex items. This includes follow up via email, fax, online requests & texts. Answering questions, process transactions, recommend products and provide advice to members over the phone. Where necessary, engage and coordinate assistance of other departments within Prospera to provide prompt resolution of the member's inquiry.

As a member of our dynamic team you will be responsible for:

• Assisting members and potential members with phone requests and inquiries
• Provide informed, prompt, professional and accurate service and support to all members
• Quickly identify problems, troubleshoot and resolve issues in a timely, friendly and accurate manner
• Uncover opportunities to enhance relationships with members through active listening
• Provide knowledge and education to members on products, services, promotions, and self-service options & features. Successfully recommend products and services to members as applicable.
• Direct external calls to the appropriate person or area with minimum transfers.
• Maintain trust and integrity by ensuring members' information and transactions are held confidential
• Safeguard members assets through strict adherence to risk mitigation procedures
• Ability to meet performance standards and metrics including but not limited to number of interactions with members and qualified referral goals
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable state and federal regulations, including BSA
• Willingness to continually engage in learning and development opportunities
• Maintain accurate member account information in various systems as appropriate
• Performs other duties as assigned

**What could make YOU a great candidate for this opportunity?**

Experience and Education:

• One to 3 years of similar or related experience
• One year of prior customer service experience is required
• Fluent in English and Spanish (written and oral) is required
• High school diploma/GED or equivalent (college degree not required)
• Call center experience preferred
• Financial industry experience preferred

Other skills necessary for success in this role:

• Excellent communication skills verbal and written
• Excellent listening and phone skills
• Self-starter with a strong desire to learn and work independently
• Ability to critically think on your feet, multi-task and thrive in a fast-paced environment
• A positive, enthusiastic attitude with strong people skills and a passion for helping others
• Strong attention to detail
• Ability to hear, assimilate and solve problems quickly, using a member service approach
• Good time management skills to maximize the number of callers that can be assisted while maintaining a high level of customer service
• Ability to multi-task and maintain composure under pressure while maintaining professionalism and providing a positive member experience
• Strong computer skills including experience working in a Windows environment; use of multiple applications simultaneously; using the internet and databases effectively to respond to needs over the phone or via electronic communications
• Demonstrated experience of dependability, maturity, and ability to work well with others
• Strong honesty and integrity for handling confidential and personal financial matters
• Adapt to changes quickly and effectively
• Desire to achieve and reach for goals

If this describes you and you are looking for a great opportunity to join a growing team, let's talk!

We offer competitive compensation, an excellent benefits package and a fun, family-oriented culture.

Prospera Credit Union is a local, member-owned financial institution in the Fox Valley area. We offer competitive compensation, an excellent benefits package and the opportunity to work in a fun, friendly, team-oriented atmosphere.

Life is short. Work somewhere awesome!

__ **

Prospera Credit Union is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Benefits for this 40hr/week role:

• Health/Dental/Vision options
• Short-term & long-term disability
• Life Insurance (1x annual)
• 401(k)
• 401(k) matching
• Employee assistance program
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Voluntary supplemental term life insurance options
• Voluntary critical illness and accident insurance

Schedule:

• Day shift
• Monday to Friday
• Saturdays (rotational)

Education:

• High school diploma or GED

Experience:

• Customer service: 1 year (Required)
• Call Center: 1 year (Preferred)
• Financial: 1 year (Preferred)

Work Location:

• Ballard Location - 4830 N Ballard Rd, Appleton WI 54913
• This role will train onsite for several weeks and has the potential to work remotely in the future.

Communication method(s) used:

• Phone, email, fax, online requests and text

Company's website:

• https://www.myprospera.com

Company's Facebook page:

• https://www.facebook.com/myprospera