Bilingual Spanish Member Service Center Rep

Position: Bilingual Spanish Member Service Center Rep I (70599)
# Bilingual Spanish Member Service Center Rep I (70599)
Canton Corporate Headquarters - Baltimore, MD 21224

Education Level High School## Description
** POSITION PURPOSE
** Responsible for handling a variety of routine member service communications in a prompt and courteous manner via telephone and fax.  Promotes positive member relations by assisting members with proper information and/or by directing them to appropriate areas.
Cross sells Credit Union services and supports all functions within the Call Center.

This position requires fluency in Spanish.
** ESSENTIAL FUNCTIONS AND BASIC DUTIES
**** SERVICE:
*** Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture.

Support, Educate, Respect, Value, Innovate, Communicate, Empower**.
** Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.
** RESPONSIBILITIES:
*** Address a variety of questions related to members' accounts and JHFCU products and services.
* Enhances the member experience by using the one call resolution approach to identify the most efficient and expedient way to resolve members’ routine questions, concerns, and complaints.
* Identifies the proper department and/or individual best able to respond to member inquires when one call resolution cannot be achieved.
* Maintains current knowledge of Credit Union products and services and utilizes that knowledge to analyze member profiles and cross-sell appropriate JHFCU products and services.
* Safeguards confidential information by using all approved resources including member verification questions.
* Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
* Ensures that any necessary follow-up (with members and/or coworkers) is performed in a timely and professional manner.
* Ensures that all documents and forms are completed accurately, completely, and processed (or forwarded to the appropriate department/individual) in a timely manner.
* Keeps supervisor informed of area activities and problems.
* Complete intake process for members interested in or referred to JHFCUs financial coaching program.
* Conduct initial pre-coaching reviews with members interested in or referred to JHFCU’s financial coaching program, to include initial credit report review, budget review, and goal setting and facilitate effective transitions to a designated coach.
** OTHER DUTIES:
*** Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
* Attends seminars, workshops, and conferences to maintain and expand knowledge of regulatory compliance requirements.
* Responsible for any additional duties and/or responsibilities as assigned.## Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
** Education/certification and experience
*** High school diploma or general education (GED) and a minimum of one-year related experience in a Credit Union, banking and/or call center environment preferred, and/or an equivalent combination of education and experience.
* Strong customer service skills
* Effective verbal and written communication.
* Written and verbal fluency in Spanish.

This position is
*** eligible
* ** for a hybrid work schedule.  The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships.
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