Bilingual Contact Center Representative II (Raleigh)

LCCU is hiring!

Your Contribution:

The Contact Center Representative II provides quality, electronic and phone service to members, including providing account information and processing account changes. The VC Representative performs a wide range of duties, possesses ample product knowledge and assists members with all services related to accounts.

As a vital member of the LCCU team, your responsibilities include the following:

• Member Service: Provides a positive member experience by providing quality service in offering solutions based on member needs.
• Greets members in a courteous, professional manner, providing prompt, accurate, and efficient service over the phone and through the credit union’s electronic channels.
• Handles establishment of new membership, opens accounts, resolves member issues and requests according to credit union policies and procedures.
• Supports varied remote communication channels including online chat, requests through online access portals, telephone, email and any other available channels.
• Promotes products and makes recommendations to members based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.

Account Opening & Maintenance:

• Handles a wide range of transactions, including account transfers, wire transfers and payments.
• Researches and resolves account problems, including checking reconciliations, and errors in transactions.
• Assists members with ordering new cards, issues with online access, account closures and transfers.
• Performs account and ATM/Debit card maintenance.
• Educates members on how to access services available through electronic channels.

Administration:

• Complete full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed
• Participates in community events.
• Moves to and changes branches within the region as required.
• Completes required training.
• Performs other duties as assigned.

Job Duties and Responsibilities under Bank Secrecy Act:

• Recognize and report suspicious practices as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

Automatic Salary Growth: Employees will receive a salary increase every four months based solely on their permanence in the position, with no performance review required.