A+ Federal Credit Union is a member-focused financial institution in banking and finance. It offers checking and savings accounts, loans, investment options, and digital banking through online and mobile tools. The credit union also supports community initiatives and provides financial literacy resources. Its work brings together financial services, digital products, and community engagement.
Bilingual Call Center Representative (Spanish Preferred)
Provide onsite member support at A+ Federal Credit Union, assisting with accounts, loans, debit cards, and transactions. Spanish bilingual ability is preferred.
Description
- Meet established response-time goals when answering incoming calls
- Verify member identities with security PINs or approved questions
- Spot potential losses and fraud, including phone, check, and debit-card scams
- Support members with loan questions, payments, payoffs, rates, automatic transfers, and payment histories
- Research and respond to questions about accounts, rates, products, services, and error resolution
- Coordinate with departments and branches to support member service
- Stay current on credit union products and services
- Share information about promotions and product or service updates
- Open accounts through the online system and recommend relevant offerings
- Address questions about cleared items, direct deposits, transactions, stop payments, debit-card holds, pending activity, and member preferences
- Resolve online account issues and reset or unlock member logins
- Prepare and submit wire transfer requests
- Send requested documents securely through DocuSign
- Review cleared items and provide copies
- Adjust Member Rewards
- Explain funds availability and check holds, and release holds within approved limits
- Process debit-card orders, blocking requests, and travel notices
- Decide on fee reversals within approved limits
- Maintain at least 75% success on established sales referral goals and 80% on quality monitoring
- Complete Level I assignments and take part in monthly manager discussions
- Support department projects and join credit union community and education events
- Perform other assigned duties
Requirements
- High school diploma or GED
- At least six months of financial institution experience or equivalent call center experience preferred
- Proficiency with phone systems, computers, and related software
- Basic math and accounting skills
- Strong spoken and written communication skills
- Research and problem-solving ability, including handling potential conflict
- Ability to work independently and collaboratively
- Flexibility to adapt to change
- Spanish bilingual ability preferred
- Availability for flexible hours, including Saturdays
- Ability to work at least 40 hours per week
- Ability to communicate extensively by phone, email, and in person
- Ability to reach, feel, bend, stoop, carry, perform fine manipulation, and enter data
- Ability to make decisions within approved limits and escalate situations beyond A+FCU policy or procedures
Benefits
- Monthly incentives of up to $400
- Potential annual incentive bonus of $2,400
- Potential annual company bonus of 4%
- May qualify to work from home after six months with Meets Standard Performance and manager approval
- Training and ongoing learning and development opportunities
- Career advancement opportunities within the credit union
- Participation in credit union sponsored community and education activities