Bilingual Call Center – Work From Home

Job Type: Bilingual Call Center from home
Location: Arizona work from home
Company: GTE Financial

Position Description:

For the position of Member Experience Advocate I – Call Center, we are seeking a problem-solving, customer-focused individual. The Member Care Team is a group of empowered employees who are actively engaged in their growth and development, department, organization, and community. The team assumes responsibility and ownership for fostering an environment that drives innovation to deliver an exceptional member experience. Each employee is invested in the success of this experience as an owner.

Responsibilities:

• Responsible for managing incoming calls and/or virtual teller sessions.
• Resolves basic member questions regarding checking and savings accounts, transaction research, and balance inquiries.
• Gather information, analyze facts, and educate members on suitable products/services in order to provide a single-point resolution.
• Ready to support members and team by being on time, well-prepared, and eager to assist members by providing a positive experience.
• Capability to effectively present information to organization members and employees in one-on-one and small group settings.
• Demonstrate proficiency and knowledge of technology, with the ability to quickly learn and access virtual banking products.

Requirements:

• Adheres to and stays current on all Member Care procedures and credit union policies.
• Capability to acquire additional Member Experience requirements through training and/or knowledge. Advocate II.
• Commit to attaining personal, team, and organizational objectives.
• Consistently share information with the leadership group.
• Participates in team, organizational, and community efforts.
• Responsible for completing all training requirements on time.
• Through assigned training, maintains current knowledge of all applicable compliance rules and regulations.
• 10 essential skills, including Word, Excel, and Explorer proficiency.
• Must demonstrate functional knowledge of the Bank Secrecy Act as well as other Federal laws, such as the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Bilingual (English/Spanish) is preferred.

Required Competencies:

• High school diploma or equivalent is required. Some college is recommended.
• Minimum 1 to 3 years of experience or an equivalent combination of education and experience. Prior experience in customer service, banking, and/or call center is required.