Universal Representative 3 (Bilingual Preferred)

Role

With a goal of delivering experiences rooted in empowerment and education, the MSC Bilingual Universal Rep 3 is responsible for answering incoming calls, call backs, chats, emails and Video Banking interactions to identify and action caller requests in accordance with our service standards & core values. Possesses extensive knowledge on the online banking platform and tools and can troubleshoot effectively and efficiently with members. Explains services, sets up new accounts, assists members with their consumer lending needs, solves problems, and helps perform all member service transactions. Serves members with a varying degree of complexity in the members preferred language of Spanish or English. Handles complex member inquiries, is detail oriented and can work efficiently in a fast-paced environment. Serves as a resource to other departments when bilingual assistance is needed, including support on Asset Recovery calls. Exhibits sound judgement in making decisions in elevated interactions across all channels. Such as debit card limit increases, fee reversals and overrides. While engaging with any member, the Universal Bilingual Rep 3 acts as a trusted advisor to improve member satisfaction and enhance our members’ financial future through offering products/services that fit the member’s needs. Supports individual, team, and organization initiatives through meeting/exceeding established metrics & minimum expectations. Delivers consistent experience by being proficient in knowledge on products, services, processes & procedures.

Major Duties and Responsibilities

Handles inbound and outbound calls, emails, chat, Video Banking and secure message inquiries in both English and Spanish. Answering incoming calls determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern.

Provides in-depth support on digital banking tools and is able to quickly and efficiently identify and resolve member friction with the products. Displays an engaging, on-screen presence and appearance, positive attitude, and effective communication style through video conferencing. Must be fluent with emerging technologies while possessing excellent communication skills in a face-to-face environment while also being comfortable on camera at all times.

Review or gather personal information for loan and new account applications to ensure accurate information to meet their loan and new account needs. Explain loan programs to members and recommend loan options. Assists members and potential members with their telephone and online requests. Presents and explains Credit Union services and products to members while identifying cross-selling opportunities and cross-selling services to members. Prepare and/or reviews all loan documents for completeness and accuracy,

Identify/Initiate conversations about P1FCU products/services that might be beneficial to members and provide information about their value and benefit. Submitting proactive referral requests. • Perform teller functions for members; including but not limited to transfer funds between accounts and/or loan, stop payments, close, reorder debit cards, reset PIN numbers, add travel notices, provide balances and recent transactions, process loan or credit card payments, online banking assistance, and more in depth requests such as IRA’s and account research etc. to assure members needs are addressed in a polite and friendly manner. Providing self-serve options for applicable interactions.

Elevated decision authority- supporting team members with fee refund requests, debit card limit increases, and overrides. Understanding P1FCU policies, the ability to make quick informed decisions and sound judgement to resolve issues/requests effectively. Mentoring/job shadowing- involves providing guidance, support, and training to new hires. Share best practices, tips, and techniques to enhance agents’ performance.

Leverage CRM tool to maintain and update member profiles to create transparency, efficiency and accountability. Be a P1FCU brand ambassador through all verbal and written communication; including interactions with members. Meet and exceed metrics, quality monitoring, and minimum expectations while contributing to the overall success of the team and P1FCU. Champion/advocate for the introduction and utilization of P1FCU products and services.

Assist other departments and branches with requests as needed, provide support for other departments in fulfilling member requests. Performs other duties as assigned. Balances daily transactions and verifies check totals. Investigates and resolves out of balance conditions. Adhere to all policies and procedures related to servicing, sales, regulatory compliance, and call quality, including privacy and confidentiality of information.

Act as liaison for our members to provide first-call resolution through coordination and follow-up with other business areas. Demonstrate ability to build long-term relationships through a need-based sales approach. Encourage and assist members in optimizing their banking experience by enrolling in the various digital products available. Maintain knowledge and adherence to all BSA and other regulatory requirements.

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

• Fluent in Spanish • Strong knowledge of financial products and services • A significant level of trust, credibility & diplomacy in handling sensitive or highly confidential interactions. • Ability to multitask, utilizing multiple programs proficiently, with a high degree of detail • Ability to solve problems to resolve member issues/concerns • Ability to work in self-driven, fast-paced environment • Excellent communication skills, including both written and verbal

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.