Call Center Representative - Bilingual, English & Spanish

Description

To assist existing and potential members with their telephone and internet requests; explains services, responds to problems, and directs phone calls to the appropriate area. Requirements:

Requirements

• Assists existing and potential members with their telephone and internet 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.
• Identifies cross-sell opportunities and cross-sells services to members.
• Ensures the appropriate records are maintained and required reports are prepared.
• Maintains member account information in core banking system
• Assists with backup coverage for branch tellers as needed.
• Performs other job related duties as assigned.
• Work Schedule: Monday - Friday 8:30am - 5pm; Saturday 9am - 1pm (Rotating Schedule for Saturday Shift)
• Bilingual - Spanish & English speaking required

Knowledge, Skills, and Abilities:

• Experience: Six months to two years of similar or related experience.
• Education: A high school education or GED.
• Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
• Other Skills: Listening and telephone skills; able to operate a 10-key calculator and computer keyboard, able to make decisions with minimal information.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and talk or hear. The employee must occasionally lift and/or move up to 25lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus.