Member Service Representative, Bilingual

📋 Description

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

• Conduct necessary member verifications, review accounts, articulate company and credit union policies/procedures, and document interactions and outcomes in the designated systems.

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

• Collaborate with management, vendors, and credit union partners to tackle complex issues and escalations through email and internal messaging platforms, supporting service requests, technical research, and resolution of issues.

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

• Other duties and responsibilities: Engage in additional job-related projects and perform other tasks as assigned by management.

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

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

⛳️ Requirements

• Bilingual in English and Spanish (conversational Spanish with familiarity in basic banking/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 considered.

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

• Background in banking and/or fraud detection is preferred.

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

• 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 objectives.

• Strong de-escalation skills, with a focus on clear documentation and appropriate handoffs.

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

• Exceptional verbal and written communication skills.

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

• Highly organized and detail-oriented.

• Strong time-management capabilities.

• Ability to thrive 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 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)