Contact Center Rep-Bilingual

Join our team as a Contact Center Representative

To assist members and potential members with their financial needs primarily through telephone requests using
Integrity Service and Member Advantage techniques' by: explaining services, responding to problems,
processing various member transactions, assisting members with lending needs and directing phone calls to the
appropriate area. Is responsible for maintaining compliance with all required regulations and policies,
especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures,
and regulations.

Our culture

• Service: We show up every day ready to do our best for our members, our teammates, and our community. We are committed to continuously improving so every member feels supported, valued, and cared for.
• Inclusive: We believe our strength comes from the people who make up our team and the members we serve. We welcome different perspectives and work together to create a respectful, welcoming environment for everyone.
• Resilience: We face challenges together, support one another through obstacles, and stay focused on finding solutions that help our members and community move forward.

What you’ll do

• Assists members and potential members with their telephone 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. Assists members with loan questions. Maintains member account
  information on computer system. Tracks member interactions in CRM.
• Identifies cross sell opportunities and cross-sells services to members. Loads loan applications
  to be referred for decision and processing. Documents cross-sales/referrals in CRM pipeline.
  Manages own CRM pipeline regularly.
• Ensures that appropriate records are maintained and required reports and wires are prepared.

What we’re looking for

• High school diploma or GED.
• A commitment to delivering friendly, professional, and accurate service to members, vendors, and associates.
• Strong attention to detail and the ability to follow established policies, procedures, and regulatory requirements.
• Reliability, punctuality, and consistent attendance.
• A team-focused mindset with a desire to support branch goals, sales performance, and financial objectives.
• Alignment with our company culture and commitment to internal and external service standards.

Why you’ll love working here

• Health, dental, and vision insurance
• Paid time off
• Incentive opportunities
• Retirement plan
• Company-paid LTD, STD, and life insurance
• Professional development opportunities
• Wellness benefit with tax savings

Equal Opportunity Employer
We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.