Bilingual Member Service Representative

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Handle a high volume of inbound calls while utilizing strong technical skills to navigate various systems (telephony platform, account servicing tools, CRM, knowledge base, and web applications) to deliver accurate information, resolve inquiries, and fulfill requests for both English and Spanish-speaking callers, including members and non-members.

• Conduct necessary member verification, assess accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the suitable systems.

• Achieve quality, schedule adherence, and productivity standards in a queue-based contact center environment.

• Collaborate with management, vendors, and credit union partners to address complex issues and escalations through email and internal messaging tools to support service requests, technical research, and problem-solving.

• Assist with specialized digital, card, or loan queues and accurately process related transactions with efficiency.

• Undertake additional job-related projects and perform other responsibilities as delegated by management.

• Ensure high responsiveness by managing emails promptly and completing all required annual training within their respective deadlines.

• Stay informed about current department policies and procedures by keeping up with updates and communications.

⛳️ Requirements

• Bilingual in English and Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred).

• A minimum of 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be accepted.

• Experience involving direct customer engagement or relationship management is essential.

• Banking and/or fraud experience is preferred.

• Previous experience as a team leader, mentor, coach, trainer, or supervisor is advantageous.

• Familiarity with Microsoft Teams, Outlook, CRM platforms, and the ability to navigate multiple systems and applications simultaneously is preferred; experience with dual monitors is a plus.

• Demonstrated ability to meet performance targets.

• Strong de-escalation skills, including precise documentation and proper handoffs.

• Capacity to work independently, prioritize tasks, and sustain productivity.

• Exceptional verbal and written communication skills.

• Comfortable working in a fast-paced, high-volume setting while maintaining accuracy, professionalism, and compliance.

• Highly organized and detail-oriented.

• Strong time management abilities.

• Thrives in a structured, procedure-driven environment.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off (PTO) starting at 20 days in your first year.

• Up to 11 paid holidays per year.

• 401(k) with employer match and discretionary contribution.

• Employee referral program.

• Employee assistance program (EAP).

• Health & wellness program.

• Life and AD&D Insurance.

• Accidental Injury, Critical Illness, and Hospital Care Insurance.

• Peer-to-peer recognition program.

• Employee Discount Program.

• Fully remote (work from home).