Contact Center Representative (Bilingual)

The primary responsibilities of the Contact Center Representative (CCR) are to answer incoming calls as they are presented, identify needs and resolve member requests. This includes but is not limited to; assisting with member transactions, answering general questions or inquiries, product information, troubleshoot and research member concerns, and directing calls to the appropriate departments. This role provides members with the highest level of service available in an efficient and courteous manner while striving for a first call resolution. The Contact Center Representative (CCR) must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center.

• Answer incoming calls, properly verify caller according to Credit Union policies anddetermine the callers needs in an effort to resolve their request in an efficient manner whileachieving key performance indicators.
• Identify products/services that are beneficial to members and provide information aboutthe added value these additional services offer.
• Perform member transactions with a high level of accuracy, including but not limited to, thetransfer of funds between accounts and/or loans, stop payments, card management, accountreconciliation, disputes, address changes, over the phone payments, and conduct research asnecessary to ensure a one call resolution.
• Educate members on self-serve products such as Online and Bill Pay Services and assist inthe enrollment process.
• Provide additional testing and guidance on new projects or processes within the ContactCenter Team to support the member experience and efficiencies of the organization.
• Must comply with applicable laws and regulations, including but not limited to, the BankSecrecy Act, the Patriot Act, and the

Education, Experience & Skills

• Must have minimum of two years of similar or related experience, including time spent inpreparatory positions preferably in a credit union or banking space
• Must be fluent in Spanish and English
• Must have customer service experience
• Must be willing to work flexible schedules to accommodate the hours and business needs
• Must have high school diploma or GED
• Excellent verbal and written communication skills
• Excellent interpersonal skills with members as well as co-workers to include:oCourtesy, tact, and diplomacy are essential elements of the job. Work involvespersonal contact with others inside and/or outside the organization, generallyregarding routine matters for purposes of giving and obtaining information, as wellas advising or referring, which commonly require shorter discussions.
• Maintain enthusiasm towards job functions and duties
• Must have a strong focus to perform detail oriented job functions
• Must have and maintain knowledge of credit union products and services
• Perform primarily sedentary work with limited physical exertion and occasional lifting ofup to five pounds
• Climb/descend stairs in an emergency situation
• Operate routine office equipment including personal computers, copy machines, mobileand landline phones, calculator and others as needed
• Maintain working on a computer for six to eight hours daily, on average
• Regular, reliable and timely attendance

Pay Range and Schedule:

• This position is a Tier 6, with a pay rate ranging from $22.00- $28.00 per hour
  • The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience
  • The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto, CA using the greater Central Valley area for our pay range calculations
  • Full Time, typically 36-40 hours per week
• Schedule will be based around branch's hours of operation, which are as follows:
  • Monday to Thursday- 9am to 5:30pm
  • Friday- 9am to 6pm
  • Saturday- 9am to 1pm (rotating shift)
• Flexibility to occasionally work early or late hours, typically with advance notice
• Office of Foreign Assets Control.