Hybrid Member Service Specialist - Bilingual

Member Service Specialist (Contact Center)

As part of our Contact Center, the Bilingual (Spanish Preferred) Member Service Specialist will use their knowledge of financial products, services, and procedures, as well as customer service skills to conduct a variety of account transactions, provide information and support, and resolve issues and member concerns. Our inclusive culture, rich benefits, continuous improvement mentality, and our commitment to the communities we serve make Consolidated Community Credit Union an excellent place to spend the other half of your life.

• Work with members by phone to leverage excellent active listening, effective consultation, and problem‑solving skills in responding to member inquiries on financial account transactions.
• Process member transactions by phone including but not limited to transfers, balance inquiries, loan payments, issuing cashier’s checks, etc.
• Assist with other member operational requests such as wire transfers, credit/debit card inquiries, IRA transactions, stop payment requests, etc.
• Process mail; posting check deposits and loan payments.
• Assist members by phone with troubleshooting CCCU Online Banking and Mobile Applications as well as navigating CCCU’s main website.
• Monitor and respond to CCCU member emails, online/mobile banking secure messages and SMS messages.
• Responsible for daily balancing of Admin office checks.
• Complete check scanning and daily work and other credit union documents scanning.
• Promote and cross‑sell CCCU‑appropriate products and services to assist members with saving time and money.
• Respond to members’ requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
• Perform light debit card duties including troubleshooting, travel notices, case management, etc.
• Comprehend and adhere to all company‑wide and department‑specific policies, procedures, and regulations to mitigate risk and complete all compliance training.
• Develop knowledge in Credit Union practices and procedures applicable to the role to ensure consistent application and compliance with industry regulations.
• Other duties as assigned.

• Demonstrated excellence in providing customer service to members, sponsoring companies, and fostering a positive working environment.
• Comfortable working in a fast‑paced environment.
• Ability to present, explain and refer to products and services and to guide and assist others in these activities.
• Excellent email, phone, and PC skills (Microsoft Office Suite), with the ability to learn new software and process high‑volume transactions through the use of technology.
• Strong ability to multi‑task while maintaining attention to detail and performing follow‑through on problems through resolution.
• Excellent communication skills including effective listening, speaking, problem‑solving, and tact in dealing with internal and external members and colleagues.
• Advanced problem resolution skills.
• Ability to maintain privacy and confidentiality.
• Must be dependable in being at work, being on time, and meeting deadlines.
• Must have the ability to work independently with minimum supervision and exercise good judgment, initiative, and tact in dealing with members, supervisors, and staff.
• Must have the ability to work as a team player while using discretion in decision‑making and sound judgment in problem‑solving.

• One year of work experience in a fast‑paced customer service role that includes experience assisting customers in a call center environment preferred.
• Strong communication and interpersonal skills and experience in using technology to accomplish work.

• Repeated motions may include the wrists, hands, and/or fingers.
• Ability to use a keypad and keyboard and mouse for extended periods of time.
• Vision and hearing to normal range (or corrected).
• Adjusting, lifting, carrying, or pushing/pulling objects up to 25 pounds in all directions.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one work site to another.
• May occasionally work additional hours, and in other departments as necessary to accomplish organization objectives, goals, and projects.
• Rare travel to other branch locations.

• Must be bondable – credit and background check required.
• Reliable transportation. Employees must be able to infrequently travel between branches.
• Ability to follow all Credit Union policies and procedures as well as all banking regulations and federal, state, and local laws.