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Neighborhood Credit Union · 2 months ago

Bilingual Spanish Member Services Representative I (Call Center)

Dallas, TX

Full-time

Onsite

New Grad, Entry Level

$23/hr - $24/hr

Neighborhood Credit Union is seeking a Bilingual Spanish Member Services Representative I to enhance member experience by providing prompt and accurate assistance. The role involves managing inbound and outbound calls, resolving member concerns, and promoting credit union products while ensuring compliance with regulations.

BankingFinancial Services

Responsibilities

Creates an exceptional member experience with effective and timely performance of assigned functions

Uses professional phone etiquette to serve as a knowledgeable, friendly, and caring resource for members, providing excellent service in a high call volume environment

Actively listens to members' needs, asks probing questions to understand the concern and ensures operational issues are addressed and members are successfully able to utilize deposit and loan products, and all other account services

Effectively and accurately handles a wide range of deposit account inquiries, transactions, and/or maintenance needs related to account updates, discrepancies, research, etc

Effectively and accurately handles a wide range of general loan product inquiries, transactions, and/or maintenance needs related to rates, terms, payments, insurance, and skip-a-pays, etc

Troubleshoots, reports, and resolves issues that impact members not having access to the digital platforms, debit cards and other vital services, ensuring members can access and manage their accounts smoothly

Meets productivity KPIs to ensure optimal service delivery and member satisfaction; Ensures accurate completion of any needed tracking and statistical reporting

Maintains adherence and compliance to all laws, rules, regulations, and internal controls including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E and the Privacy Act

Assumes responsibility for establishing and maintaining effective working relations with colleagues and management

Maintains effective communications and professionalism when interacting with others and management

Engages in individual coaching sessions by being receptive and adaptable to continually enhancing service delivery

Takes accountability and ownership of situations by asking appropriate questions and conducting research before requesting assistance from others

Keeps supervisor or leader informed of general activities and escalating concerns

Assumes responsibility for staying abreast of product knowledge and financial education to ensure effective professional relations with members, other financial institutions, and merchants

Engages in learning activities that promote job expertise, continued development and outstanding service delivery

Identifies opportunities to deepen the member relationship by proactively providing information about promotions or new products that may meet the members' needs and educating them on the features and benefits

Develops member trust by providing accurate information and acting in their best interest, ensuring a long-term, positive relationship

Functions as a liaison representing the needs of Neighborhood Credit Union to maintain and enhance a vendor/partner relationship

Assumes responsibility for related duties as required or assigned

Willingly assists other departments as necessary to provide an excellent member experience

Actively attends and participates in meetings as required

Keeps work area clean, secured, and well maintained

Qualification

Bilingual SpanishEnglishCustomer service skillsCall center experienceDigital banking knowledgeProblem-solving skillsEffective communicationTeam collaboration

Required

Fluent in reading, writing, and speaking Spanish and English

Ability to provide excellent service in a high call volume environment

Ability to actively listen to members' needs and ask probing questions

Ability to effectively and accurately handle a wide range of deposit account inquiries, transactions, and/or maintenance needs

Ability to effectively and accurately handle a wide range of general loan product inquiries, transactions, and/or maintenance needs

Ability to troubleshoot, report, and resolve issues impacting members' access to digital platforms and services

Ability to meet productivity KPIs to ensure optimal service delivery and member satisfaction

Knowledge of laws, rules, regulations, and internal controls including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E and the Privacy Act

Ability to establish and maintain effective working relations with colleagues and management

Ability to maintain effective communications and professionalism when interacting with others and management

Ability to take accountability and ownership of situations

Ability to stay abreast of product knowledge and financial education

Ability to identify opportunities to deepen the member relationship

Ability to develop member trust by providing accurate information

Ability to function as a liaison representing the needs of Neighborhood Credit Union

Willingness to assist other departments as necessary

Ability to actively attend and participate in meetings

Ability to keep work area clean, secured, and well maintained