Member Solutions 1 or 2 (Call Center) - Bilingual Required

Department: Digital Experience Center

Salary Range 6: $20.64 - $27.46

Report To: DEC Assistant Manager

SUMMARY:

With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for processing a wide variety of member transactions received through digital delivery channels, while consistently uncovering members financial needs, deepening member relationships. We delight our members in every interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers inquiries from members regarding, including but not limited to, loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies, issuing checks, or other negotiable instruments; or any other member request concerning products and services of the credit union.
• Responding and transacting to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union. Explaining available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit.
• Ask members appropriate open-ended questions to understand their financial needs. Make applicable recommendations and/or referrals to business partner specialists to aid in members achieving their financial goals.
• Ability to learn, use, understand, and promote all credit union digital delivery channels.
• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Effectively incorporates CARES Principles in daily behaviors and interactions:

Connect – Create a welcoming, energized, and warm environment

Ask – Discover and confirm others’ needs to ensure they feel understood and known

Resolve – Take personal and full responsibility for meeting others’ needs

Elevate – Commit to long-term personal and organizational growth and improvement

Strengthen – Invest in our Numerica community and beyond.

MANAGEMENT RESPONSIBILITIES:

No Requirement

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and demeanor.

SKILLS and ABILITIES:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.

Ability to operate general office machines and equipment such as photocopier, fax, computer, and currency and coin counter. Ability to lift up to 25lbs. Must be able to sit or stand for extended periods.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus minimum of 6 months year related experience and/or training as a teller/service representative, customer service with cash handling. Preferred: Relevant training in a credit union, bank or other financial institution. Bi-lingual, Spanish preferred in some markets.

PREFERRED QUALIFICATIONS:

Previous financial institution contact center experience.

Bilingual - Spanish

CERTIFICATES, LICENSES, REGISTRATIONS:

None

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Department: Digital Experience Center

Salary Range 7: $20.64 - $30.11

Report To: DEC Assistant Manager

SUMMARY:

With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for processing a wide variety of member transactions received through digital delivery channels, while consistently uncovering members financial needs, deepening member relationships. We delight our members in every interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers advanced inquiries from members, utilizing a variety of media, regarding loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
• Processes a variety of financial transaction for member including opening and closing certain accounts, issuing checks, issuing certificates, drafts and other negotiable instruments.
• Responding and transacting to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union. Explaining available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit.
• Ask members appropriate open-ended questions to understand their financial needs. Make applicable recommendations and/or referrals to business partner specialists to aid in members achieving their financial goals.
• Responds to advanced level inquiries and troubleshooting on card products, Card Platform access and expert knowledge of card systems will be required to assist members at this level.
• Ability to learn, use, understand, and promote all credit union digital delivery channels.
• Acts as resource for solutions and answers to Department staff questions and takes escalated Member calls through additional support queues. Exhibits proven ability to aid escalated members and answer department specific employee questions through CARES principles, knowledge application, and troubleshooting ability.
• Proven ability and aptitude to navigate complex member interactions, troubleshoot operating systems, and complete complex transactions.
• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies
• Effectively incorporates CARES Principles in daily behaviors and interactions:
• Connect – Create a welcoming, energized, and warm environment
• Ask – Discover and confirm others’ needs to ensure they feel understood and known
• Resolve – Take personal and full responsibility for meeting others’ needs
• Elevate – Commit to long-term personal and organizational growth and improvement
• Strengthen – Invest in our Numerica community and beyond.

MANAGEMENT RESPONSIBILITIES:

No Requirement

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and demeanor.

SKILLS and ABILITIES:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.

Ability to operate general office machines and equipment such as photocopier, fax, computer, and currency and coin counter. Ability to lift up to 25lbs. Must be able to sit or stand for extended periods.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus minimum of 2 year related experience and/or training as a teller/service representative, customer service with cash handling. Preferred: Relevant training in a credit union, bank or other financial institution. Bi-lingual, Spanish preferred in some markets.

PREFERRED QUALIFICATIONS:

Previous financial institution contact center experience.

Bilingual - Spanish

CERTIFICATES, LICENSES, REGISTRATIONS:

None

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

https://www-files.numericacu.com/production/documents/careers-employee-benefits-numerica.pdf

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.