Bilingual Member Experience Specialist I (Call Center)

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that can't stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. The Bilingual Member Experience Specialist I assist members and potential members with their telephone and online requests in a busy call center environment; explains services, offers and recommends CU products and services; responds to problems, and directs phone calls to the appropriate area. Offer exceptional service to members in both English and Spanish by meeting or exceeding our service guidelines.

We are hiring a full-time (40 hours/week) and part-time (20 hours/week) bilingual positions are looking for candidates that can work a flexible/variable schedule Monday through Saturday.

• Pay starting at $20.66/hour. Previous financial institution call center experience can earn a higher starting wage.
• A differential is paid in addition to the base pay for bilingual skill.

We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.

• Medical, dental and vision insurance is available the first of the month following date of hire.
• Company paid basic life, short-term disability and long-term disability insurance.
• 401(k) retirement benefit that includes a company contribution and match.
• PTO Accrual (15 days off in the first year of employment).
• Paid federal holidays and paid birthday day off.

These are just a few of the great benefits our employees enjoy!

Essential Functions & Responsibilities:

• Assists members and potential members in both English and Spanish with their telephone and online requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Performs member requested transactions such as: account to account transfers, loan payoff, Skip-A-Pay for loans, stop payments, account maintenance, address changes, closing accounts, process Share Certificates renewals, loan, and credit card payments.
• Open new subaccounts and Share Certificates over the phone.
• Continuous learning of CU products and services.
• Partner with our members to identify cross-sell opportunities by actively listening to the member’s needs. Once the need is identified, educate the member on the features and benefits of the service/product and ask for the business.
• Provide online, bill pay and mobile access assistance to include troubleshooting and walking the member through enrollment.
• Demonstrate urgency by completing member and potential member requests in a timely and accurate manner.
• Handle escalated calls objectively with a high degree of problem solving and member retention skills.
• Provide exceptional service while managing multiple communication channels.
• Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.

Experience:

• A minimum of two years of contact center experience required.
• Prior financial institution contact center experience preferred.

Education: A high school education or GED.

Interpersonal Skills: 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.

Other Skills:

• Required to fluently speak English and Spanish in a professional setting.
• Exceptional written and verbal communication skills.
• Excellent phone etiquette.
• Demonstrated critical thinking skills and cross-functional communication skills.
• Ability to learn and effectively work across multiple software applications and credit union core system.
• Working knowledge of MS Office Suite.
• Possesses the ability to adapt to change and work efficiently in high pressure situations.
• Comfortable working independently and as part of a team.