Financial Contact Center Rep - bilingual $18hr - UNIFY Talent Acquisition

As a Contact Center Representative - bilingual, you’ll help UNIFY’s credit union members safeguard their assets, using strong communication skills in both English AND Spanish!

Whether you’re finding answers for members (customers) quickly, consulting on products with passion, or resolving their issues with a smile (they can hear the smile even virtually), you’ll be the difference between their customer experience being just average or an exceptional one.

At UNIFY, your efforts matter and are supported, because we recognize your success is integral in the overall success of the team!

NOTES:

• This is an in-office opportunity, mean all duties for this role will be completed onsite from our Las Vegas Ops Center.
• Applicants for this role must be able to interview onsite on a M-F weekday the weeks of Sept 3^rd and/or Sept 9^th.
• Applicants must be able to start training onsite in Las Vegas Monday, Sept 23^rd.

What we expect from you:

• Fluency in written and spoken English and Spanish - both
• A service mindset driven by solutions – not call-time
• Thirst for knowledge and desire to grow
• Ability to pivot quickly, to provide service for a variety of member needs
• Schedule flexibility, with shifts available 7 days a week between 4AM – 9PM PST
• 6 months or more of customer service experience – preference given to candidates with Financial Industry experience
• High school diploma or equivalent
• Digital expertise, with the ability to work concurrently in multiple platforms and document while listening and engaging

What you can expect from us:

• Competitive pay:
  • Base wage starting at $18 per hour
  • Additional pay differentials for certain shifts and Spanish language skills
• Robust training, preparing you to provide service for a variety of member needs
• Onsite work opportunity, for daily visibility with leadership and team-building opportunities
• A clearly-defined career path, with opportunities for professional and personal advancement, including tuition reimbursement.
• A leadership team committed to motivation and a positive environment
• A culture of inclusivity and belonging

Daily, you will:

• Listen and resolve members' issues regarding their existing financial products (checking, savings, credit cards, loans, etc.) in both English and Spanish.
• Provide solutions based on your training and available resources
• Learn and grow in your knowledge of financial services and products
• Build upon concepts and become a trusted expert
• Show empathy and care, while delivering solutions to members
• Find value in your ability to help

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Overview:

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful

Summary:

Provide Superior Service regarding all Credit Union services to members verbally and in writing via telephone, e-mail and chat, in an accurate, timely, and professional manner.

Responsibilities:

• Answers and resolves member inquiries or complaints regarding Credit Union products and services through calls, e-mails, and chats, escalating situations when required.
• Cross-sells products and services, explains features and benefits and offers alternative products or services as appropriate.
• Processes referrals through appropriate channels, based on the member’s financial needs.
• Establishes and maintains positive member service relationships
• Receives and processes requests including, but not limited to disburse­ments, withdrawals, transfer of funds, data changes, check orders, stop payments, loan payments, and statement copies. Provides account information, and responds to product, operational, and policy inquiries.
• Remains up to date and informed on all Credit Union operations, products and services.
• Maintains quality and productivity levels, as established by department standards.
• Works collaboratively with others in department to build and maintain a strong cohesive team and achieve department objectives
• Interfaces with other departments as needed to assure that member needs are met and disputes are resolved in a timely manner.
• Maintains confidentiality of information as well as controls and protects sensitive information and material.
• Demonstrates knowledge and understanding of audit and compliance regulations related to operations.
• Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, procedures and the Bank Secrecy Act.
• Performs all other duties as assigned.

Qualifications:

• Requires high school diploma or equivalent.
• Some college preferred.
• Requires a minimum of one years of related experience with resolving complex customer inquiries and complaints, preferably in a financial institution.
• Requires the ability to work with minimal supervi­sion, and at times under very busy conditions with proficiency in typing, word processing software applications, spreadsheet software applications and the ability to communicate highly effectively, both verbally and in writing.
• Flexibility with work schedule is also required.

See the UNIFY Difference!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family

*All programs subject to review and change

An offer of employment is conditioned upon complying with UNIFY's requirements including, but not limited to, signing a consent to conduct a background investigation.

UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at www.unifyfcu.com

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