Contact Center Representative (Bilingual)

$45,760 - $58,240/Yr

Valley First Credit Union - Fresno, CA

Full-time

Fresno, CA

Credit Intermediation and Related Activities

About the position

The Contact Center Representative (CCR) is responsible for providing exceptional service to members by answering incoming calls, identifying needs, and resolving requests efficiently. This role requires bilingual proficiency in Spanish and English, as well as a commitment to flexible scheduling to meet the demands of the Contact Center. The CCR will assist with member transactions, troubleshoot concerns, and educate members on self-service products, all while striving for first call resolution.

Responsibilities

• Answer incoming calls and verify caller information according to Credit Union policies.
• Identify member needs and resolve requests efficiently to achieve key performance indicators.
• Assist with member transactions, including fund transfers, stop payments, and account reconciliations.
• Educate members on self-serve products and assist in the enrollment process.
• Provide information about additional products/services beneficial to members.
• Perform research as necessary to ensure one call resolution.
• Comply with applicable laws and regulations, including the Bank Secrecy Act and the Patriot Act.
• Support new projects or processes within the Contact Center Team.

Requirements

• Minimum of two years of similar or related experience, preferably in a credit union or banking space.
• Customer service experience is required.
• Bilingual in Spanish and English is mandatory.
• High school diploma or GED is required.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with members and co-workers.

Nice-to-haves

• Experience in a credit union or banking environment.
• Knowledge of credit union products and services.

Benefits

• Flexible scheduling to accommodate business needs.
• Opportunity to work at either the Administrative Office in Modesto or the Contact Center in Fresno.