Member Service Representative, Bilingual

📋 Description

• Handle a large 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 deliver accurate information, address inquiries, and fulfill requests for both English and Spanish speaking members and non-members.

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

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

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

• Ensure high responsiveness by timely answering emails and completing all required annual training within 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 basic understanding of 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 taken into account.

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

• Background in Banking and/or Fraud is preferred.

• Prior 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 ability to operate multiple systems and applications simultaneously is preferred; dual monitors are a plus.

• Demonstrated ability to achieve performance goals.

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

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

• Excellent verbal and written communication abilities.

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

• Highly organized and detail-oriented.

• Strong time-management proficiency.

• Thrives in a structured, procedure-driven setting.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off (PTO) starting at 20 days in your first year.

• Up to 11 paid holidays each year.

• 401(k) with employer matching 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).