Member Service Center Rep - Bilingual Spanish (70599)

POSITION PURPOSE

Responsible for handling a variety of routine member service communications in a prompt and courteous manner via telephone and fax.  Promotes positive member relations by assisting members with proper information and/or by directing them to appropriate areas.   Cross sells Credit Union services and supports all functions within the Call Center.

This position requires fluency in Spanish.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

SERVICE:

• Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower.  Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES:

• Address a variety of questions related to members' accounts and JHFCU products and services.
• Enhances the member experience by using the one call resolution approach to identify the most efficient and expedient way to resolve members’ routine questions, concerns, and complaints.
• Identifies the proper department and/or individual best able to respond to member inquires when one call resolution cannot be achieved.
• Maintains current knowledge of Credit Union products and services and utilizes that knowledge to analyze member profiles and cross-sell appropriate JHFCU products and services. 
• Safeguards confidential information by using all approved resources including member verification questions. 
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Ensures that any necessary follow-up (with members and/or coworkers) is performed in a timely and professional manner. 
• Ensures that all documents and forms are completed accurately, completely, and processed (or forwarded to the appropriate department/individual) in a timely manner. 
• Keeps supervisor informed of area activities and problems.
• Complete intake process for members interested in or referred to JHFCUs financial coaching program.
• Conduct initial pre-coaching reviews with members interested in or referred to JHFCU’s financial coaching program, to include initial credit report review, budget review, and goal setting and facilitate effective transitions to a designated coach.

OTHER DUTIES:

• Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
• Attends seminars, workshops, and conferences to maintain and expand knowledge of regulatory compliance requirements.
• Responsible for any additional duties and/or responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/certification and experience

• High school diploma or general education (GED) and a minimum of one-year related experience in a Credit Union, banking and/or call center environment preferred, and/or an equivalent combination of education and experience. 
• Strong customer service skills
• Effective verbal and written communication.
• Written and verbal fluency in Spanish.

This position is eligible for a hybrid work schedule.  The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships. 

Salary : $21 - $26