Bilingual Contact Center Agent

ELGA Credit Union
Bilingual Contact Center Agent

Department: Contact Center
Reports To: Contact Center Manager
Classification: Non-Exempt

Role:

The Bilingual Contact Center Agent is the frontline voice of ELGA Credit Union, delivering responsive, accurate, and member-focused service across inbound call queues. Agents assist members with day-to-day account servicing, card services, digital banking support, payments and transfers, and general account inquiries, with a consistent focus on first-contact resolution, accuracy, and member satisfaction.

Essential Functions & Responsibilities:
50% - Provides outstanding service to credit union members via phone. Effectively handles and addresses a full range of day – to – day account servicing requests, member inquiries, concerns, and issues by applying critical thinking skills and providing comprehensive solution with a member-focused approach on every call.

20% - Meet and exceed QA standards by ensuring accuracy, adherence to policies and procedures, and delivering high-quality member experience.

10% - Follow compliance, fraud, and verification procedures on all account-related interactions, and escalate member issues when situations exceed the agent’s scope.

10% - Stays informed about credit union products and services by using the products and services, participating in ongoing training to enhance product knowledge, and effectively communicate offerings to members.

5% - Maintains accurate and complete member account information on computer system.

5% - Performs other related duties as assigned.

Performance Measurements:

1. To take full responsibility for your own success with no excuses and to document your accomplishments towards your objectives.
2. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.
3. Maintain Quality Assurance performance standards.
4. Maintain Calls per hour Standards.
5. Maintain Occupancy Standards.
6. Resolve member issues with complete accuracy.
7. Maintain Member Experience survey standards.
8. To complete and pass Agent I Certification.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Strong interpersonal and verbal communication skills with a genuine interest in helping people. Ability to remain calm, professional, and solution focused with frustrated or upset members. Approaches every member interaction with empathy and a genuine commitment to resolving a member’s need.

Other Skills: Must be fluent in speaking, reading and writing both English and Spanish. Ability to navigate multiple systems simultaneously while maintaining an active member conversation. Comfort working in a structured, metric-driven environment. Reliable and punctual, with consistent schedule adherence and dependable presence for the team and queue.

Physical Requirements: Manual dexterity sufficient for continuous keyboard and system navigation. Ability to hear and speak clearly for sustained phone-based communication.

Work Environment: ELGA CU is a hybrid in-person/remote workplace that fosters a fun collaborative work environment.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.