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Contact Center Specialist-Bilingual (Spanish)
SkyPoint Federal Credit Union - Germantown, MD
posted about 2 months ago
About the position
The Contact Center Specialist (Bilingual - Spanish) at SkyPoint Federal Credit Union is responsible for providing exceptional member service by answering calls, addressing inquiries, and resolving issues in a timely manner. This role involves processing transactions, originating consumer loans, and cross-selling credit union products and services to meet the financial needs of members. The specialist plays a crucial role in ensuring that members have access to the financial services they require, while also maintaining high standards of service and efficiency in a hybrid work environment.
Responsibilities
- Answer all incoming calls while providing excellent member service, addressing questions and inquiries.
- Perform account maintenance requests including new accounts, loans, account balances, transfers, and online banking support.
- Ensure member inquiries and potential member problems are handled effectively, accurately, and in a timely manner.
- Utilize knowledge to research and resolve member inquiries, explaining specific policies, procedures, and products.
- Interview and process loan applicants, gathering required information for credit applications and explaining loan options, rates, terms, and collateral requirements.
- Advise members on the best loan options and cross-sell services professionally.
- Monitor call activity to ensure compliance with contact center standards regarding call handling.
Requirements
- Bilingual in Spanish and English.
- Experience in customer service or a related field.
- Strong communication and interpersonal skills.
- Ability to perform account research and problem resolution effectively.
Nice-to-haves
- Experience in the financial services industry.
- Knowledge of consumer loan products and services.
Benefits
- Competitive hourly wage of $19.50 - $22.50.
- Hybrid work environment allowing flexibility.
- Opportunities for professional development and training.
