Contact Center Agent - Full-Time - Bilingual

Position Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy.
• Provide detailed information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks including address changes, payment processing, debit card orders, and more.
• Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
• Handle sensitive financial data with the highest level of confidentiality and compliance.
• Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
• Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
• Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and professional development to stay current on products, policies, and systems.
• Contribute to a collaborative and positive team environment.
• Other duties as assigned.

• High school diploma or equivalent
• Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.)
• Bilingual (Spanish)

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.
• Strong active listening, empathy, and interpersonal abilities.
• Confidence in problem-solving and decision-making under pressure.
• Comfort with digital systems and software, including CRM and multi-line phone systems.
• Ability to work independently while contributing to team success.
• Highly organized with the ability to multitask and manage time effectively.
• Adaptable and receptive to feedback and process changes.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.