Call Center
- Manages inbound calls and/or virtual teller sessions.
- Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
- Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution.
- Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.
- Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
- Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking. Operational:
- Adheres and remains updated on all Member Care and credit union procedures and policies.
- Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
- Commit to achieving individual, team, and organizational goals.
- Communicate with the leadership team on a consistent basis.
- Engages in the team, organizational, and community initiatives.
- Responsible for completing all required training in a timely manner.
- Maintains current knowledge of all applicable compliance rules and regulations through assigned training.
- Working knowledge of Word, Excel, and Explorer; 10 key skills.
- Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act.
- Bilingual preferred (English/Spanish).
- High school diploma or equivalent from an accredited institution. Some college preferred.
- Minimum 1-3 years experience or combination of education and experience. Previous customer service, banking, and/or call center experience required.
- ***Bilingual Spanish
- Remote Work
- Location: Arizona - Remote
- Department Hours: Monday - Sunday (9:00 am to 6:00 pm) November to March/ (8:00 am to 5:00 pm) March to November
- A quiet workplace so you can focus on delivering excellent service to our members.
- Must live in a location that can leverage an existing high-speed internet service.
- Minimum upload speed 10 MB/s, preferred upload speed 25 MB/s.
- Minimum download speed 50 MB/s, preferred 100 MB/s.
- Candidates must provide and meet all technical requirements prior to the first day of training.
- Candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.
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