Member Service Representative, Bilingual

📋 Description

• Handle a high volume of incoming 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 fulfill requests for both English and Spanish-speaking members and non-members.

• Conduct necessary member verifications, review accounts, convey company and credit union policies/procedures, and document interactions and results in the appropriate 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, supporting service requests, technical research, and problem resolution.

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

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

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

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

⛳️ Requirements

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

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

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

• Banking and/or fraud experience is preferred.

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

• Proficient in using Microsoft Teams, Outlook, CRM platforms, with the ability to navigate multiple systems and applications simultaneously; dual monitors are a bonus.

• Proven track record of meeting performance goals.

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

• Ability to work independently, 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 and detail-oriented.

• Strong time-management capabilities.

• Adaptable to 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).