4047 Member Contact Specialist I Bilingual English Spanish

---

Job description

JOIN THE KEESLER FEDERAL CREDIT UNION TEAM!

The Member Contact Center hours of operation:
Monday through Friday 8:00 am - 6:00 pm
Saturday 8:00 am - 1:00 pm.
Schedule flexibility is a must.

Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:

Medical, dental, and vision insurance
Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
Employee and Dependent Life Insurance
401(k) Retirement Plan with 100% match on the first 5% contributed by you
Paid Leave
Tuition Reimbursement and Competitive Scholarships
Short Term & Long Term Disability Benefits

WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS

Position: Bilingual English/Spanish Member Contact Specialist I

Department: Member Contact Center

Reports to: Member Contact Center Team Lead

FLSA: Non-Exempt

SUMMARY

The Bilingual English Spanish MCS I will be the back-and-forth translator; under general supervision, following established policies and procedures, responsible for continually answering phones in a fast paced high volume inbound call center while, providing timely, accurate, professional and courteous service in response to member inquiries and requests that require answers and the completion of financial transactions processing.

SUPERVISION RESPONSIBILITIES:

None

ESSENTIAL FUNCTIONS:

Demonstrates the ability to communicate effectively and professionally as a back-and-forth translator of English and Spanish, to provide quality service to members as well as internal team members.
Ensures confidentiality and protection of member information.
Following credit union policies and procedures, properly identifies members (including account ownership) for whom they are conducting transactions or providing account information.
Performs file maintenance, account changes, and other non-cash transactions. Provides balance inquiries, loan, credit card and account history, and general account, loan and credit card information upon member's request.
Accepts member requests for wire transfers and SWBC transactions within established limitations. Performs various account transactions per the member's request within established guidelines; including but not limited to, loan payments, deposits, withdrawals, and credit cards payments.
Resolves various member disputes, concerns, and requests within scope of authority.
Effectively escalates member disputes or issues through chain of command when necessary.
Performs limited account research upon member's request or utilizes the Synapsys CRM to create the applicable service event.
Maintains up-to-date knowledge on all KFCU products and services.
Meets established service and production goals for the contact center.
Effectively uses the Synapsys CRM to create and manage sales, referrals, and service events for members within Service Commitment timelines.
Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and all credit union policies and procedures.
Able to identify potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department's policy and procedures.

Other Duties and Responsibilities:

May assist team member from the branches/department with member service issues or requests including back-and-forth English to Spanish.
Responsible for satisfactory completion of any training or certification as needed or required to maintain quality member service.
Travel to and work at alternate work locations may, at times, be required.

KNOWLEDGE & SKILLS

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, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

A high school education or GED.
Completion of some college-level courses preferred.

Experience and Other Requirements:

Back-and-forth English Spanish translating required.
One year to three years of similar or related experience.
Excellent oral and written communication skills required.
Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required.
Good typing/keyboarding skills required.
Accuracy and attention to detail required.
Punctuality and attendance are critical to this position.
Ability to multitask in a fast-paced environment while prioritizing and organizing workload required.
Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude.
At least one year of experience working in a high volume call center preferred.
Requires the ability to work in a fast-paced environment while providing extraordinary service to our members through multiple channels in a timely, professional and courteous manner.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Computer Skills:

Experience with Symitar financial institution software preferred.
Requires everyday use of computer software and products including Web Browser and MS Office (Word, Excel, and Outlook)

Certificates, Licenses and Registrations:

Completion of CUNA's CPD Online courses as assigned and/or required.

PHYSICAL DEMANDS

The physical demands described her are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the CCR is regularly required to sit for extended periods of time. Average, ordinary, visual acuity necessary to prepare documents or operate machinery, computers. Must be able to hear average or normal conversations and receive ordinary information. Movements frequently and regularly require the use of arms, wrist, hands and fingers. The employee is occasionally required to stand, walk and occasionally lift up to approximately 10 pounds. Employee is regularly required to use a telephone headset or handset.

<!– job description page –>