Bilingual Contact Center Representative - Memphis, Tennessee, United States
1 day ago
Job description
Overview
Looking for a career in the financial industry? We are hiring immediately Full-time with benefits
FedEx Employees Credit Association (est is a not-for-profit federal credit union which seeks to be the first-choice provider of financial solutions to FedEx employees, retirees, and their families, enabling our members to secure their financial future and realize their dreams.
FECA has a caring team of employees, deeply invested in the communities it serves. FECA offers competitive compensation and benefits (medical, dental, vision, life, AD&D, short-term disability, EAP, 401k with company match, profit-sharing, discounts on financial products and services, paid vacation and personal days, and paid time for volunteering) as well as extensive professional development opportunities including on-site educational and leadership development programs.
With over half a billion dollars in assets and more than 100,000 members, FECA has branches in Memphis, TN; Los Angeles, CA; Indianapolis, IN; Pittsburgh, PA; Harrison, AR; and Fort Worth, TX. FECA's corporate offices are in Memphis, TN. For more information, visit
Title: Bilingual Contact Center Representative (Call Center)
Reports To: Supervisors and Assistant Vice President, Member Services
Schedule: Various between 7:30 a.m. - 5:30 p.m., Monday - Friday
Location: Nonconnah
FLSA Status: Non-Exempt
Responsibilities
Provide members (we call our customers "members") and other individuals with personalized support through all channels of communications: telephone, email, voicemail, online chat, web, and other digital media.
Normal Duties and Responsibilities:
- Serve our members.
- Provide assistance with membership eligibility requirements, account inquiries and requests, servicing for credit debit cards, loan payments, and other member needs.
- Identify cross sell opportunities for new and existing members with services and products that best matches the members' needs and qualifications.
- Utilizing a "member centric" approach, determine individual member's financial needs and recommend the appropriate products and services in order to improve the member's financial lives.
- Effectively answer questions by listening, collecting data, securing answers and reporting results in order to assist members in solving accounts related issues.
- Assist with Live Chat, as needed.
- Must maintain strictly confidential information pertaining to the Credit Association, member, and employee business.
- Maintains regulatory compliance including the Bank Secrecy Act.
- Follows the CARE and QA Service Standards and maintains excellent understanding of FECA products and services.
- Participates in ongoing training for professional and personal development.
- Maintains a positive, professional attitude and works well with a team.
- All other duties and responsibilities as assigned.
Minimum Qualifications:
- Some college preferred, or an equivalent combination of education and experience. Financial Institution experience preferred, including understanding of credit union philosophy and knowledge of credit union rules and regulations.
- Bilingual, Spanish required.
- Demonstrated ability to investigate and solve complex problems.
- Excellent written and verbal communication and basic math skills.
- Must be accurate, organized, attentive to details, and manage time well.
- Proficiency in Microsoft Office.
Qualifications
1. Some college preferred.
2. Experience in a Contact Center or financial institution a plus.
3. Demonstrated ability to investigate and solve complex problems.
4. Must be accurate, detailed oriented, organized and possess excellent time management skills.
5. Strong interpersonal, verbal and written communication skills along with basic math skills.
6. Proficiency in Microsoft Office programs to include but not limited to Outlook, Word and Excel
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