Bilingual Call Center Agent

Job Description

Job Description

Must be fluent in Spanish (Speaking, Reading & Writing)

Job Title: Member Advocate II
Division/Department: Member Advocacy Center

Reports to: Assistant Member Advocate Manager/Member Advocate Manager
 Full-time
 Non-Exempt

Job Summary: Responsible for managing a variety of member service calls in a professional and timely manner. Provide exceptional member service to members and internal staff at all times.

Must be fluent in Spanish (reading, writing and speaking)

Essential Duties and Responsibilities:

• Receives member telephone questions, concerns or complaints promptly and in a professional manner.
• Completes research discrepancies and review need for any fee adjustments.
• Completes merchant verifications.
• Complete stop payment and loan revision requests, surepay and bank transfer forms for accounting department.
• Facilitate the financial security of our members by educating them on SunWest’s products and services.
• Provide and assist with online help for password resets, surepay and bank transfer forms as needed/required.
• Resolves member questions regarding accounts, orders and payments.
• Completes weekly information center reports accurately and promptly.
• Uphold the compliance requirement of all related federal regulations, including but not limited to; the Bank Secrecy Act and Anti-Money Laundering policies and procedures. Complete annual BSA training requirements as established by SunWest Credit Union.
• Perform related duties as assigned by supervisor.

Education and/or Work Experience Requirements:

• High School graduate or equivalent.
• General knowledge of Credit Union policies and procedures. Basic understanding of Credit Union products and services.
• Minimum two years' experience as SunWest Member Advocate with required performance appraisal rating of meets expectations . Valid driver’s license required.
• Understanding of Credit Union Philosophy.
• Excellent computer efficiency (MS Office/Word/Excel and Outlook).
• Ability to operate PC and other computer systems and software, including office equipment
• Required reports and records are accurate, complete and timely.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 10 lbs.
• Must be able to talk, listen and speak clearly on the telephone.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally.

When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally. \r\n\r\nWhen you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.