Bilingual Contact Center Representative Position Available In Forsyth, North Carolina

Job Description:

Truliant’s mission is to improve lives by putting our membersfirst, providing great service and straightforward financialsolutions. Our core values of Member Focus, Service, Guidance,Relationships, and Community define how we interact with members tofulfill our mission of improving lives and providing a foundationon which we conduct ourselves. Our Promise to

Our Teammates:

Truliant strives to provide all teammates with an enjoyable placeto work where they feel valued, empowered and rewarded for all thatthey do. Must be fluent in Spanish! Purpose of the Job TheBilingual Contact Center Representative I is responsible forserving the financial needs of our member-owners accurately andefficiently, developing a solid rapport with the member, and, atthe same time, supporting Truliant’s mission of improving lives byputting our members first, providing excellent service andstraightforward financial solutions. This position responds toseveral different member inquiries and provides the features andbenefits of Truliant’s products and services to deepenrelationships while adhering to established policies andprocedures. As a Contact Center Representative I, you must becommitted to providing excellent service to Truliant’smember-owners daily. Essential Functions and ResponsibilitiesReceive and respond to member inquiries, including calls, texts,chats, and emails from member-owners within a specialized workgroupassignment, while providing outstanding service that exceeds ourmembers’ expectations on every interaction. Recognizes and respondsto member relationship opportunities using a consultative serviceand sales approach promoting Truliant products and servicestailored to member needs. Meets/exceeds all key contact centerperformance metrics daily, weekly, and monthly. Displaysexceptional member relation skills internally and externally byhandling issues at the point of contact, utilizes goodfollow-through, and always remains professional. Researches andresolves minor account issues and reaches out to internal supportwhen necessary. Remains diligent on member identity verificationand uses tools and resources to report potential fraudulentactivity. Initiates and follows up on account research requestspromptly. Operates with a sense of urgency in addressing memberneeds. Participates in a team environment, displayingcommunity/credit union involvement, shares success stories, andremains professional with internal members. Prepares to move intohigher levels of responsibility through adherence to coaching anddevelopment sessions Other Duties and Responsibilities Assists withother tasks and projects as assigned. Knowledge, Skills, andAbilities Must be fluent in Spanish Must be flexible to assistmembers with various needs in different capacities throughout theday Must have sound understanding of standard concepts, practices,procedures, regulations and compliance within the financialservices environment Must have superior interpersonal and coachingskills; ability to get along with diverse personalities; tactful,mature, flexible, compassionate Must have excellent communicationskills in English, both verbal and written Strong interpersonalskills required Must have good arithmetic skills Must have basicpersonal computer skills Must have knowledge of advanced productsand services Must have ability to understand all business processeswithin the credit union Must be detail oriented and well organizedMust be able to work in a general office environment Must beflexible and able to shift resources and priorities as requiredMust be able to complete all assignments with minimal supervisionShould possess a strong commitment to providing excellent serviceto Truliant’s members Physical Requirements Must be able to sit ata desk for long periods of time and use a computer Must be able touse a telephone and wear a phone audio headset Must be able tomoderately lift or move up to 5 pounds and occasionally lift ormove up to 10 pounds Education and Background High School Diplomaor equivalent Previous contact center experience preferred Previousexperience in the financial industry preferred Bilingual(Spanish/English) skills required If you have a passion for memberservice and would like to invest in a meaningful career withopportunity for growth, we encourage you to apply to Truliant! As amember of the Truliant family, you will enjoy the following fulltime benefits: No-cost employee Medical, dental, vision coveragePrescription benefits (including mail order) Paid holidays and PaidTime Off (PTO) 401(k) plan with contribution matching Paidcommunity involvement volunteers hours Paid group life InsuranceTeammate loan discounts Tuition reimbursement Short and long-termdisability Health & Wellness program Teledoc (physician videoconferencing) Onsite fitness facilities or health clubreimbursement Employee Assistance Program (EAP) Medical flexiblespending account Dependent care flexible spending account