Contact Center (Spanish-Bilingual Required)

What You'll Do

• Demonstrate results within the MSC Specialist scorecard, consisting of a balance between operational efficiency, interaction quality, leads, and referrals.
• Handle member interactions via phone, with an emphasis on providing excellence member experiences with an acceptable level of baseline credit union knowledge and expertise
• Demonstrate efficient and proper use of resources, including an internal knowledge base, as well as support department outreach.
• Analyze member needs and make personalized recommendations of products and services, including self-sufficiency service options.
• Efficiently and accurately resolve member inquiries and trouble shoot issues through proficient use of tools, resources, and use of appropriate support departments.
• Demonstrate sound judgement in handling member requests and exceptions. Offer solutions that resolve our members concerns and needs whenever possible.
• Compose accurate and informative Interaction History notes and documentation to concisely convey the member experience.
• Communicate complicated information simply and without the use of jargon, ensuring that the solution is easy to understand.
• Demonstrate positive problem-solving skills to effectively resolve member concerns and issues
• Maintain awareness of team performance and take initiative or action when needed
• Demonstrate strong working relationships with fellow MSC staff, and other groups within the organization, to ensure efficient and effective problem solving and issue resolution

• 
  7 months to 1 year of experience in a financial institution, contact center environment, or customer service environment required
• Associates degree in Business, Technology, or related field required/or equivalent work experience
• Proficiency with Microsoft Office products.
• Familiarity with major web browsers and operating systems.
• Ability to adapt to & discuss complex digital tools & technologies

This training class is anticipated to start on July 31st:

• Classroom training for the first 12-weeks of employment
• Continuous learning and development opportunities including but not limited to transparent dialogs, resources, tools, and technical learning modules

Extension of hours:

• We will be extending our Member Solutions Center hours. These hours will be between 7am-6:30pm Monday-Friday, 8am-4pm Saturday and Sunday morning to early afternoon.
• We will work with you on a rotational schedule during these hours, not to exceed 40 hours
• We honor working from home during weekend shifts based on performance

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a 2023 Top Workplaces USA and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• $1.25 per hour Spanish-Bilingual Premium
• 21.5+ days annual paid time off
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Free bus pass and bublr/ BCycle membership
• Employee Assistance Program
• And more!