What are the responsibilities and job description for the Bilingual Call Center Representative position at People First Federal Credit Union?

This is not a remote position. It is based in the Allentown, PA area.

People First is looking for representatives to join our team! This individual will assist new and existing members with information about their membership, shares, loans, and credit union services as requested by the members via phone, digital channels, video, or in person. Consistently provide an atmosphere of exceptional member service. Actively listen to, troubleshoot, resolve, or escalate member issues to the appropriate department, as well as complete banking transactions and cross-selling products, services, and special promotions.

Duties and Responsibilities :

Delivers an exceptional member experience by actively listening to our member's needs through various communication channels. Uncovers financial solutions through conversations and recommends credit union products and services that support the member's financial goals. Maintains current knowledge of all credit union services, policies, and promotions.
Assists new and existing members process transactions, troubleshooting, resolving or escalating member problems, inquiries, or complaints. Refers escalations to supervisor as needed, along with recommendations for resolution. Provides information to members on all People First Federal Credit Union accounts, products, services, and payments. Completes maintenance on accounts and opens new accounts, products, and services.
Cross-sells credit union services.
Performs a variety of miscellaneous tasks including keyboarding, filing, computer input, and answering the phone.
Performs Teller / Member Solutions Associate / Universal Virtual Teller duties / responsibilities when needed.

Benefits :

Excellent medical, dental, and vision plans

Health reimbursement account

Flexible Spending and Dependent Care Accounts

Group Term Life Insurance

Short-Term and Long-Term Disability

Paid time off

401k Plan with company match

Hours :

Monday through Thursday 8 : 45am to 5 : 30pm. Friday's : 8 : 45am to 5 : 30pm or 9 : 15 am to 6pm.

Saturday's 9 : 00am to 12 : 00pm (rotation)

Qualifications :

High School Education or GED.

Bilingual (English and Spanish) skills required.

One year to three years of similar or related experience.

Work involves much personal contact with others inside and / or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.

Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Good listening, communication, and computer skills.

Able to make decisions with minimum information.

General office equipment such as computers, copiers, and scanners. Includes the ability to learn and adapt to new technology and processes.

Thorough knowledge of established credit union procedures and policies. Understanding of credit union operations. Maintains confidentiality related to credit union operations and work-related information.

People First provides equal employment opportunity to all employees and applicants for employment. People First prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws.

Compensation details : 21.22-22.72 Hourly Wage

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Bilingual Call Center Representative

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