What are the responsibilities and job description for the Bilingual Call Center Specialist (Spanish/English) position at United Heritage Credit Union?
Location: This position will be working remotely on Mondays, Wednesdays, and Fridays. This position will be working in person at our Headquarters location in North Austin on Tuesdays and Thursdays.
Schedule: Flexible availability to work an 8-hour shift during the business hours between 7:00am-7:00pm Monday through Friday and rotating Saturdays 9:00am-1:00pm to meet contact center scheduling needs.
On the Contact Center team, you can expect competitive pay including a comprehensive and generous benefits and PTO package. In addition, you'll be provided with ongoing training and career growth opportunities. Our team is located at our new HQ building in North Austin by the 183/Oak Knoll exit (Riata Trace) and offers amenities such as a fitness center, yoga room, free breakfast or lunch on Thursdays (e.g. FOOD TRUCKS!!), outdoor dining area and café with a micro market.
This is a great opportunity for someone in early career, looking for a new opportunity in customer service, or an experienced customer service professional. Candidates should have 1-3 years of recent customer service, call center, or account resolution experience with a fluency in English and Spanish.
We are looking for candidates who are committed to providing that exceptional customer service experience to our members at UHCU! In this position, you will be answering an average of 60-100 incoming calls daily, averaging a 3-5-minute talk time. You will answer questions and provide superior customer service to our members regarding UHCU products and services. This position requires a high level of professionalism, organization, and attention to detail. You will be responsible for delivering the right solutions, including additional Credit Union products and services, to meet members' financial needs and exceed their expectations.
In this role with UHCU you will get to:
- Problem solve by helping members with account questions and concerns in both English and Spanish queues.
- Perform account maintenance or updates.
- Use multiple systems to process a member's request.
- Become a financial coach to our members by giving them guidance on the best products and services for them.
- Help our members grow financially.
- Become a team player and collaborate with peers and leaders to make member services better.
- Complete research and resolve discrepancies as needed. Forward more complex issues or requests to Senior Contact Center Specialists as appropriate.
- Maintain a high level of accuracy with minimal errors or outages.
- Adhere to Contact Center Identification (ID) Verification Guidelines in order to protect our members and the Credit Union.
- Receive coaching and feedback to help you grow and develop in your career.
What you will need to succeed:
- Excellent listening ability and verbal communication skills.
- Ability to multitask in a fast-paced and changing team environment.
- Passion for providing outstanding service to our members.
- Strong attention to detail, with a focus on accuracy and quality of work.
- The ability to collaborate with team members.
Minimum Qualifications
- High school diploma or GED equivalent required.
- Minimum 1-3 years of recent customer service, call center, account resolution or related experience required.
- Fluency in English and Spanish is highly preferred.
- Demonstrated experience processing detailed information in an accurate and thorough manner.
- Demonstrated experience and ability to work with a wide variety of internal and external clients providing effective interpersonal communication and team skills.
- Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
About United Heritage Credit Union:
The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.5 billion in assets, more than 77,000 members, 10 branch locations, and approximately 260 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.
UHCU Offers:
- Competitive Benefits Package
- 401(k) options (Pre-Tax and/or Roth)
- Generous paid time off (PTO)
- Education Reimbursement Program
- Opportunity to Advance!
Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!
