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Credit Union West · 16 hours ago

Part-time Member Experience Rep - Bilingual (Spanish) Required

Glendale, AZ, US

Full-time, Part-time

Onsite

New Grad, Entry Level

0+ years exp

Credit Union West is a recognized leader in employee satisfaction, having been named a ‘Top Company to Work for in Arizona’ for 12 consecutive years. The part-time Member Experience Representative will provide exceptional member service through various communication channels, ensuring member inquiries and needs are met efficiently and accurately.

BankingCreditFinancial ServicesInsurance

Responsibilities

Contact Center Activities – Efficiently and accurately supports a high volume of member phone calls in a courteous, helpful, and professional manner. Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging. Follows member verification procedures and asks questions to mitigate fraud. Responsible for meeting key metrics including service levels, abandon rates, wait times and member service/survey ratings

Digital Member Support - Assists members through digital channels such as phone, and email, ensuring professional communication through all channels. Establishes member relationships by ensuring responsiveness and regular follow up. Encourages members to adopt digital services

Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Actively engages in open ended conversations with members to identify opportunities to offer the appropriate products and services to meet the members financial needs. Responsible for achieving referral objectives

Member Maintenance – Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance from digital channels as well as ground mail. Completes requests in a timely, professional, and skillful manner while ensuring all documentation is accurately stored within applicable credit union systems

Performs other duties as assigned

Qualification

Bilingual (Spanish)Customer service experienceSales experienceMicrosoft OfficeAgilityCritical thinkingTime managementOrganizational skillsEffective communicationProblem solving

Required

Bilingual (Spanish) Required

A high school diploma or G.E.D

0-1 years of customer service experience, preferably in retail, call centers and/or financial services

Live the mission, vision, and core values of the credit union

Able to communicate effectively and tactfully with employees and members both orally and in writing

Demonstrate critical thinking and being self-reliant to better analyze and solve problems

Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees

Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom)

Thorough knowledge and understanding of organization's Employee Handbook and policies

Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act