Member Service Representative, Bilingual

📋 Description

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

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

• Achieve quality, schedule adherence, and productivity targets in 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 assist with service requests, technical inquiries, and problem resolution.

• Provide support for specialized digital, card, or loan queues and process associated transactions promptly and accurately.

• Undertake additional job-related projects and execute other duties as assigned by management.

• Maintain a high level of responsiveness by answering emails promptly and completing all required annual training by specified 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 and financial terminology is preferred).

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

• Direct customer engagement or relationship management experience is essential.

• Banking and/or fraud experience is preferred.

• Previous experience in a team leader, mentor, coach, trainer, or supervisor role 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.

• Demonstrated ability to meet performance targets.

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

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

• Excellent verbal and written communication abilities.

• 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).