Member Service Representative, Bilingual

📋 Description

• Handle a high volume of inbound calls, utilizing strong technical skills to navigate various systems such as telephony platforms, account servicing tools, CRM, knowledge bases, and web applications to provide precise 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 accurately document interactions and outcomes in 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 resolve intricate issues and escalations through email and internal messaging tools, facilitating service requests, technical research, and problem resolution.

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

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

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

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

⛳️ Requirements

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

• 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.

• Required experience in direct customer engagement or relationship management.

• Preferred background in banking and/or fraud.

• Previous experience in roles such as team leader, mentor, coach, trainer, or supervisor is advantageous.

• Familiarity with Microsoft Teams, Outlook, CRM platforms, and the ability 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 abilities, including effective documentation and appropriate handoffs.

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

• Excellent verbal and written communication skills.

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

• Highly organized with a keen attention to detail.

• Strong time-management capabilities.

• Effective in a structured, procedure-driven work 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 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).