Bilingual Virtual Contact Center Representative

Bilingual Virtual Contact Center Representative

Located at our Longview, WA office (This is not a remote position)

Fibre Federal Credit Union offers a vibrant, exciting, and challenging workplace in the fast-paced financial industry in the Lower Columbia region and along the Oregon coast. Join our team and see what it means to be people helping people.

Fibre Federal Credit Union is seeking a Full-Time Bilingual Virtual Contact Center Representative for our Longview, WA location.

Wage Range: $18.82 - $29.41
* The range above allows our employees room for growth through annual merit and other pay increases based on performance. The target pay range for this position is typically within the first half of the range. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications.

BENEFITS

• Competitive Salary
• Benefits Package including: 100% employer paid health, dental, vision, life, and disability insurance for the employee
• Paid Vacation Time
• Paid Volunteer Hours
• 6% 401(k) Plan Contribution
• 10 Paid Holidays
• 2 Floating Holidays
• Opportunities for growth within the company

PRIMARY FUNCTION

Assist members and non-members in processing an array of transactions and consultative video sessions with a high level of visual and verbal member concern and professionalism. Engage with members through a variety of support channels, which may include incoming video enabled interactive teller technology (ITM) sessions and transactions, email, secure messaging, and chat. Provide thorough Credit Union information and encourage members to use the many other services of the Credit Union. Drive retention, adoption, and engagement of members by cross selling basic Credit Union services in a prompt, courteous, and friendly manner. Work weekends and shifts in excess of 8 hours as needed.

Must have the ability to communicate fluently with Spanish speaking members.

SPECIFIC RESPONSIBILITIES

• Answer a variety of member inquiries and maintain a good working knowledge of Credit Union services.
• Efficiently process transaction requests through the ITM to include, but not limited to, transfers, loan payments, deposits, and withdrawals of cash and checks.
• Follow Credit Union policies and procedures as outlined for the Financial Services department, Member Services department, Employee Guide, and Security. Ensure all internal controls are followed within their areas of responsibility.
• Monitor and respond to email correspondence generated from members.
• Process various account changes.
• Process orders for checks and other accessories and set the corresponding memos.
• Assist members with Call 24, overdraft sources, cross account transfers, and Online Banking set-up, questions, and problems.
• Assist members with card related issues and questions on Visa Credit and Debit accounts and the ATM Network.
• Process requests located in work queues.
• Monitor technical problems on the ITMs. Resolve issues and/or arrange support for the machines if unable to resolve remotely.
• Refund overdraft and late fees.
• Present a positive, professional image and provide exceptional member service.
• Duties as assigned.

POSITION QUALIFICATIONS

Provide exceptional member service in a friendly and efficient manner

Outstanding communication skills

Video Communication/Presence - The individual must have a strong video presence and be comfortable, professional, and friendly on camera with members via video access. Must have excellent communication skills including effective listening, speaking, problem solving, and tact that transcend a video/electronic face-to-face customer environment.

Ability to work a flexible schedule including mandatory Saturday hours

APPLICANT REQUIREMENTS

Possess high school diploma or equivalent

Bilingual Skill/Proficiency - The individual must have the ability to read, write, speak, and comprehend fluently in both Spanish and English to assist Spanish speaking members. Bilingual employees must pass a Spanish language test according to policy.

Always maintain professionalism

Be reliable and dependable

Be bondable

Learn more about Fibre Federal Credit Union and TLC Credit Union at our website: www.fibrecu.com

All offers for employment with Fibre Federal Credit Union are contingent upon the candidate having successfully completed a background check, credit check, and drug screening.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.