Bilingual Contact Center Representative I

The Contact Center Representative I provides quality, electronic and phone service to members, including providing account information and processing basic account changes. The VC Representative performs a narrow range of duties, possesses basic product knowledge, and assists members with a limited range of services.

Essential Duties and Responsibilities:

Member Service:

• Provides a positive and professional member experience by providing prompt, accurate, and efficient service over the phone and through the credit union’s electronic channels.
• Has basic knowledge of credit union products and services and makes recommendations to members based on needs.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of the credit union service and deposit accounts.

Account Opening & Maintenance:

• Solves online access enrollment and connection issues, including account resets, providing instructions on how to access in the future and explaining other services available through online access.
• Handles and processes basic account changes in accounts (Address, email, phone, etc.).
• Handles a narrow range of transactions, including account transfers and payments.
• Assists members over the phone, and directs calls as needed.
• Maintains working knowledge on all related policies and procedures, rules and regulations for the member service areas.

Administration:

• Complete full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed
• Participates in community events.
• Performs other duties as assigned.
• Moves to and changes branches within the region as required.
• Completes required training.

Job Duties and Responsibilities under Bank Secrecy Act:

• Recognize and report suspicious practices as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

Automatic Salary Growth: Employees will receive a salary increase every four months based solely on their permanence in the position, with no performance review required.

Requirements:

• High School diploma or GED equivalent; 6 months of experience preferred.
• Ability to speak and write in English and Spanish to perform job duties.
• Aptitude for building relationships and trust and maintaining professionalism in interactions with members and colleagues.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Maintains professional demeanor in interactions with members and colleagues.
• Proficiency in Microsoft Office and other computer software, including email functions.

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.