Bilingual Member Service Representative

📋 Description

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

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

• Achieve quality, schedule adherence, and productivity goals within a queue-based contact center.

• Collaborate with management, vendors, and credit union partners to resolve complex issues and escalations through email and internal messaging tools to support service requests, conduct technical research, and facilitate issue resolution.

• Assist specialized digital, card, or loan queues and efficiently process related transactions with accuracy.

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

• Ensure high responsiveness by promptly answering emails and completing all required annual training by designated deadlines.

• Stay informed about current department policies and procedures by monitoring updates and communications.

⛳️ Requirements

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

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

• Direct customer engagement or relationship management experience is essential.

• Experience in banking and/or fraud is preferred.

• Prior 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; dual monitors are a plus.

• Proven track record of meeting performance goals.

• Strong de-escalation skills, including clear documentation and appropriate handoffs.

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

• Excellent verbal and written communication skills.

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

• Highly organized and detail-oriented.

• Strong time-management skills.

• Ability to thrive 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).