Member Service Representative, Bilingual

📋 Description

• Handle a high volume of inbound calls while effectively utilizing technical skills to navigate various systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to deliver precise information, resolve inquiries, and fulfill requests for both English and Spanish-speaking callers, including members and non-members.

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

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

• Collaborate with management, vendors, and credit union partners to address complex issues and escalations through 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 with efficiency and precision.

• Complete additional job-related projects and undertake other duties as assigned by management.

• Ensure high responsiveness by promptly answering emails and completing all required 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 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.

• Required experience in direct customer engagement or relationship management.

• Preferred background in banking and/or fraud prevention.

• Previous 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 meet performance goals.

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

• Ability to work independently, prioritize tasks, and maintain productivity effectively.

• Excellent verbal and written communication abilities.

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

• Highly organized and detail-oriented.

• Strong time-management capabilities.

• Thrives 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) 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).