Member Service Representative, Bilingual

Role Overview

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for both English and Spanish speaking member and non-member callers.
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems.
• Meet quality, schedule adherence, and productivity expectations, queue-based contact center.
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.
• Complete additional job-related projects and perform other duties as assigned by management.
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
• Maintain knowledge of current department policies and procedures by monitoring updates and communications.

Requirements

• Bilingual in English/Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred)
• 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 involving direct customer engagement or relationship management is required
• Banking and/or Fraud experience preferred
• Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus
• Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus
• Proven ability to meet performance goals
• Strong de-escalation skills, including clear documentation and appropriate handoffs
• Ability to work independently, prioritize tasks, and maintain productivity
• Excellent verbal and written communication skills
• Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance
• Highly organized and detail oriented
• Strong time-management skills
• Works 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) 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)