Member Service Representative, Bilingual

📋 Description

• Manage a high volume of incoming calls, utilizing advanced technical skills to navigate various systems (including telephony platforms, account servicing tools, CRM, knowledge bases, 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, assess accounts, convey company and credit union policies and procedures, and document interactions and outcomes in the relevant systems.

• Achieve quality standards, adhere to scheduled hours, and meet productivity targets within a queue-based contact center environment.

• Collaborate with management, vendors, and credit union partners to resolve intricate issues and escalations via email and internal messaging tools to assist with service requests, technical inquiries, and problem-solving.

• Provide support for specialized digital, card, or loan queues, processing related transactions with efficiency and precision.

• Undertake additional job-related projects and perform other tasks as directed by management.

• Ensure prompt responsiveness by addressing emails swiftly and completing all mandated annual training within specified deadlines.

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

⛳️ Requirements

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

• Direct customer engagement or relationship management experience is essential.

• Banking and/or Fraud experience is preferred.

• Prior experience as a 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; dual monitors are a plus.

• Demonstrated ability to achieve performance targets.

• Strong de-escalation skills, including accurate documentation and appropriate transitions.

• Capacity to work independently, prioritize tasks, and maintain 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 capabilities.

• Performs well 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) plan 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).