Note: The job is a remote job and is open to candidates in USA. Marine Credit Union is currently seeking a full-time or part-time Bilingual (Spanish/English) Contact Center Specialist to join their dedicated Call Center team. The role involves providing exceptional customer service, resolving member inquiries, and acting as a liaison between members and back-office departments while maintaining a member-first mindset.
Responsibilities
- Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence
- Accurately verify members and be on the frontline of fraud prevention
- Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution
- Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset
- Assist members with complex problems to provide resolution and provide proper follow up
- Provide routine account maintenance and process account transactions per member request
- Provide technical support to members for digital banking and online account opening
- Educate members on most efficient way to do their business with the credit union
- Advance member lives through active listening to member needs and offering solutions through the credit union products and services
- Ensure that all credit union members and employee related business are kept in the strictest confidence
- Provide exceptional customer service to members and internal staff of the credit union
- Be a member advocate by actively listening to members and applying solutions
- Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions
- Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union
- Provide timely, complete, and accurate information to members
- Achieve daily metrics related to number of members helped through effective time management
- Successfully resolve member issues and complaints with one call resolution
- Ability to Multi-task while using computer programs
- Candidates must be available form 8 AM – 5 PM Monday – Friday and one Saturday per month form 8 AM – 1PM
Skills
- Must reside within the footprint (Select areas of the following states: WI, MN, IA, IL or MI)
- Bilingual (Spanish/English)
- High level of professionalism and experience in customer service and call center communication
- Ability to provide exceptional customer service to members and internal staff
- Ability to actively listen to members and apply solutions
- Knowledge of loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions
- Ability to abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union
- Ability to provide timely, complete, and accurate information to members
- Ability to achieve daily metrics related to number of members helped through effective time management
- Ability to successfully resolve member issues and complaints with one call resolution
- Ability to multi-task while using computer programs
- Availability from 8 AM – 5 PM Monday – Friday and one Saturday per month from 8 AM – 1 PM
Benefits
- Competitive compensation
- Low-cost comprehensive benefits package for full-time employees
- PTO and paid holiday program
- Additional PTO when our employees volunteer or have a major life event occur, including: marriage, buying a new home, and having a child
- Excellent paid training
- On-going professional development opportunities
- Values internal mobility
Company Overview
Marine Credit Union is built on the strong belief that members are more than a credit score and committed to providing financial services. It was founded in 1949, and is headquartered in La Crosse, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.marinecu.com/.