Job Description

Job Description

Job Description

As a Bilingual Personal Banker in our Call Center, you’ll help UNIFY’s credit union members safeguard their assets, using strong communication skills in both English AND Spanish!

Whether you’re finding answers for members (customers) quickly, consulting on products with passion, or resolving their issues with a smile (they can hear the smile even virtually), you’ll be the difference between their customer experience being just average or an exceptional one.

At UNIFY, your efforts matter and are supported, because your success is integral in the overall success of the team.

What we expect from you:

• A willingness to work in-person– all shifts will be worked in-office from our Allen TX Operations Center.
• Fluency in written and spoken English and Spanish - both
• Scheduling flexibility - the Contact Center operates 7 days a week, 4:00AM - 9:00PM PT. Following the completion of training, your assigned production shift could include any hours within that time frame.
• 6 months or more of call center experience
• High school diploma or equivalent
• A service mindset
• A thirst for knowledge and desire to grow - words that describe our most successful team members include "Reliable, Dependable, Coachable, Respectful, and Professional."
• Computer experience, including ability to type documentation while listening and engaging

What you can expect from us:

• Competitive pay: Base wage starting at $21.24/ hr
• Robust training to prepare you for top-tier performance and growth
• A leadership team committed to motivation and a positive environment
• A culture of inclusivity and belonging

Daily, you will:

• Work onsite at our Ops Center in Allen, TX and resolve members' issues regarding their existing financial products (checking, savings, credit cards, loans, etc.), in both English and Spanish
• Provide solutions based on your training and available resources
• Build upon concepts and become a trusted expert
• Apply and explain your expertise to find solutions
• Find value in your ability to help

Specifics about this opportunity:

• Applicants must be available to attend a one-hour interview onsite at our location in Allen, TX on a day between July 24th - August 8th.
• Applicants must be available to start training onsite Monday, August 18th.
• Training is critical to success in this role; candidates unable to commit to perfect attendance for 90 days need not apply.
  Training hours are M-F, 9:00AM - 5:30PM PT and training spans five weeks of training (2 weeks classroom, three weeks nesting/live call practice).
• Applicants for this role must have scheduling flexibility to accept any 40 hours/ week production schedule offered; the currently-available production schedules are second-shift, and include working at least one weekend day as part of your weekly schedule.

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Overview:

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter.

Summary:

Provides Superior Service regarding all Credit Union services to members via telephone, in an accurate, timely, and professional manner.

Responsibilities:

Answers and resolves routine and complex member inquiries, complaints, and concerns over the telephone, creating customized solutions while maintaining positive member service relationships.

Explain the features and benefits of UNIFY membership, as well as products and services, preserving and enhancing the UNIFY brand.

Receives and processes requests, including, but not limited to, funds transfers, membership data changes, eBanking technical support, and loan payments.

Navigating numerous specialized software systems and a member relationship application, at any given time, to fulfill member requests.

Analyzes a member's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each member.

Works collaboratively with others in the department to build and maintain a strong, cohesive team by participating in training calls, conference calls, and other team meetings.

Meets or exceeds monthly quality standards and productivity levels established by individual and department key performance indicators.

Maintains confidentiality and manages risk in every business, product, and service transaction. Leverage available tools to protect sensitive member information.

Remains current and informed on all Credit Union procedures, products, services, and compliance regulations, serving as an advocate and subject matter expert for the Credit Union.

Flexible with work schedule requirements. Must be able to work during the Contact Center Hours of Operation based on business needs, such as weekends, 1st or 2nd shift, and holidays. The position is subject to a performance-based shift selection process periodically.

Performs all other duties, as assigned.

Qualifications:

• Requires a high school diploma or equivalent. Some college preferred.
• Requires two years of experience, or a combination of experience, in the banking/financial, call center, sales, and/or customer service industry.
• Requires the ability to work with minimal supervision and under high call volume conditions.
• Requires intermediate proficiency in typing (40-60 WPM) and the ability to communicate effectively verbally and in writing.
• Technically proficient and competent with Microsoft applications, specifically Word, Teams, and Outlook.
• Requires consumer lending certification or the willingness and aptitude to gain certification within three months of hire.
• Flexibility with work schedule is also required.

See the UNIFY Difference!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family

*All programs subject to review and change

An offer of employment is conditioned upon complying with UNIFY's requirements including, but not limited to, signing a consent to conduct a background investigation.

UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at

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Job Tags

Temporary work, Work at office, Flexible hours, Shift work, Weekend work, Day shift, Afternoon shift, All shifts,

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