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Bilingual Contact Center Representative
at Desert Financial
Service members via phone assisting with account maintenance/transactions, online/mobile banking support, and general credit union inquiries, ensuring member satisfaction, and first contact resolution.
Utilize appropriate systems to access and notate member accounts, ensuring confidentiality, and protecting the organizations values.
Distinguish when a call needs to be transferred or escalated, and set appropriate expectations when transferring calls to other departments.
Assist members with inquiries regarding the reporting of fraud/fraud claims, ordering of lost or stolen cards. Educate members to protect accounts against fraud and how to recognize potential breaches and phishing scams.
Actively engage in team meetings and on-going training.
Perform other job-related duties as assigned.
High School Diploma or GED
1 year(s) of customer service experience in a contact center required.
1 year(s) of experience resolving complex customer service issues required.
Ability to speak, read, and write in both Spanish and English.
Ability to provide outstanding customer service and interacting with customers in a service and sales environment. Displays passion, excitement, and optimism to work with our members.
Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems, and the ability to communicate highly effectively, both verbally and in writing.
Displays integrity by doing the right thing and make appropriate decisions.
Ability to maintain a professional and compassionate tone and demeanor when interacting with members and internal customers.
Experience with Cisco Agent Desktop, Keystone, or credit union/core banking systems.
1 year(s) of financial services experience.
We are considered leaders in the credit union space, and we are growing like crazy. We’ve got a culture focused on smarts, kindness, continual learning... and our people love it. A full 95% of our employees would recommend us to their friends. Come find out why!
We are proud to be an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.6