Bi-Lingual Call Center Specialist

Primary Function:

Provide customer service in English and a foreign language. Develop member account relationships and resolve/process account inquiries by assisting members via telephone and e-mail in a professional, prompt and efficient manner.  Maintain full knowledge of all credit union products and services and promotions for the purpose of educating members and obtaining new accounts, certificates, checking accounts, and all other opportunities affecting the membership.   

Major Duties and Responsibilities:

1. Deliver products and services to meet members’ financial needs by cross selling and referring at each touch point.
2. Communicate accurate information about features and benefits.
3. Open and process new accounts, including but not limited to, savings accounts, certificates, and checking accounts. 
4. Resolve/process account inquiries, address changes, account closings, account maintenance, stop payments, security passwords, pay by phones, rate quotes, membership eligibility, electronic access, etc. as directed by members.
5. Review, approve and process all check hold release requests up to $1,000.00.
6. Review, approve and process debit/credit card daily withdrawal limits up to $1,000.00.
7. Close cards, order new cards, link accounts, reset pin and complete pin rush requests as requested by members.
8. Document all member contact and assistance for quality assurance purposes.
9. Adhere to Attendance and Punctuality Policy.  Work additional / alternative hours to accommodate department needs as required. As necessary, must assist the Credit Union and other departments with interpreting and translating documents.
10. Adhere to Member Identification guidelines for the Call Center to ensure member privacy and mitigate security breaches.
11. Understand and describe the purpose of the Bank Secrecy Act (BSA), Anti Money Laundering, and Office of Foreign Asset Control policy (OFAC). Identify the BSA Administrator and responsibilities. Complete annual BSA training. Know where to find the BSA policies, procedures, and forms.
12. Responsible for processing member information and transactions consistent with BSA policy and procedures. Understand the regulatory requirements and the internal BSA/AML policies, procedures, and processes. Understand and describe; Suspicious Activity Report (SAR), Currency Transaction Report (CTR), Customer Due Diligence policy (CDD), and Office of Foreign Asset Control policy (OFAC). Complete and file appropriate forms in a timely manner; Suspicious Activity Report, Currency Transaction Report, Document CRM consistently as directed by operational procedures.

Education and Experience:

Must be bilingual. Job requires a high school education, and two years experience with similar responsibilities.    Formal position training should include products and services, rewards, Card Services, ACH, and other courses as assigned for individualized and departmental training. 

Work Environment/Physical Activities:

Ability to work in fast-paced environment. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily.  Work creates moderate stress during certain periods during daily routine.  Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member contact on a continual basis.