Bilingual Member Service Representative

📋 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-based applications) to provide precise information, address inquiries, and fulfill requests for both English and Spanish-speaking members and non-members.

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

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

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

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

• Complete additional job-related projects and undertake other tasks as assigned by management.

• Ensure high responsiveness by answering emails promptly and completing all mandatory annual training by their respective deadlines.

• Stay informed about current department policies and procedures by keeping track of updates and communications.

⛳️ Requirements

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

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

• Experience with direct customer engagement or relationship management is required.

• Banking and/or fraud experience is preferred.

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

• Familiarity with Microsoft Teams, Outlook, CRM platforms, and the capability to navigate multiple systems and applications concurrently is preferred; dual monitors are beneficial.

• Demonstrated ability to meet performance targets.

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

• Ability to work autonomously, prioritize tasks, and maintain productivity.

• Excellent verbal and written communication skills.

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

• Highly organized with a keen attention to detail.

• Strong time-management capabilities.

• 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) plan with employer match and discretionary contributions.

• 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).