Member Service Representative, Bilingual

📋 Description

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

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

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

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

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

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

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

• Stay updated on current department policies and procedures by monitoring communications and updates.

⛳️ Requirements

• Bilingual in English and Spanish (conversational Spanish with a grasp of basic banking and 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 in direct customer engagement or relationship management is mandatory.

• Banking and/or fraud experience is preferred.

• Prior experience as a 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 simultaneously is preferred; experience with dual monitors is a plus.

• Demonstrated ability to meet performance objectives.

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

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

• Exceptional verbal and written communication skills.

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

• Highly organized with a keen attention to detail.

• Strong time-management abilities.

• 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 annually.

• 401(k) plan 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).