Call Center Representative Bilingual English/Spanish
Job Description
When joining Elevations, you can expect to work for a company with:
- A leadership team that strives to make this the best place you’ve ever worked!
- A focus on supporting our employees’ mental, physical, and financial well-being
- A commitment to diversity, equity, and inclusion recognized by the Denver Business Journal and Colorado Association of Realtors
- A highly engaged workforce devoted to innovation, continuous improvement, and collaboration
- A reputation for excellence, as evidenced by being a two-time recipient of the Malcolm Baldrige National Quality Award
- A passion for consistently providing amazing experiences and creating raving fans
Location
Hybrid: Employees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.
Summary/Objective
Our members rely upon the Member Solutions Guide (MSG) to be their trusted go-to source for help with any account maintenance, transactions, products, online assistance and account troubleshooting. An MSG continually demonstrates a superior approach to service as they engage internal and external members over the phone by providing the highest level of member service. In so doing they will create raving fans and amazing experiences—every member, every time.
Essential Functions.
- Exhibits passion for Elevations Credit Union (ECU) and demonstrates Elevations’ core values, Integrity, Respect, Passion, Creativity, and Excellence.
- Demonstrates the PEAK'T service model while engaging with internal and external members, utilizing open ended questions to understand and identify appropriate solutions to their immediate or underlying needs. In so doing, seeking to achieve first call resolution while protecting the integrity of our member’s accounts.
- Demonstrates operational excellence through compliance of established policies, procedures, and processes.
- Has knowledge of products including but not limited to deposit accounts such as checking, savings, and CDs, etc. as well as loans- auto, personal, home, etc.
- Assists members with not only their existing products but identifying opportunities to educate them on online self-service capabilities and/or new products.
- Performs a variety of support and off phone tasks including but not limited to member survey follow up, service events, and online compliance courses.
Reports To
Contact Center Manager
Manages:
This role does not have supervisory responsibility.
Required Skills, Education and Experience
- High School diploma or equivalent GED.
- Minimum of one year in fast-paced customer service, sales, or banking experience
- Excellent written and verbal communication, to include written and verbal instructions
- Understanding of Apple, Android, PC and Mac systems
- Demonstrated adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.
Preferred Skills, Education and Experience
- Bilingual English/Spanish speaking preferred – includes $150/month bilingual bonus after passing aptitude assessment
Work Environment
Elevations uses multi-factor authentication to keep our data safe. As such, a personal smartphone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.
Physical Requirements
All other positions: Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects
Position Type/Expected Hours of Work
- Full time 40 hours per week, ¾ time 30 hours per week, ½ time 20 hours per week, or ¼ time 10-15 hours per week
- Days of work: Monday - Saturday
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1952, we’ve grown from 12 members and less than $100 in assets to an institution with 15 branches and more than 170,000 members that manages over $3 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.
EEO Statement: The Credit Union is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law.
Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.
ELEVATIONS CREDIT UNION’S COMMITMENT TO PRIVACY
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