Member Service Representative- Bilingual

Accountabilities

• Member Service and Call Management

  • Answer high volumes of inbound calls from English- and Spanish-speaking members and non-members across multiple contact center queues.

  • Respond to questions about membership, banking products, services, rates, policies, and procedures while striving to exceed service expectations.

  • Review accounts, complete required identity verification, and process service requests accurately and efficiently.

  • Support specialized digital banking, card services, and loan-related queues, including processing applicable transactions.

  • Account Support and Documentation

    • Navigate telephony systems, account servicing tools, customer relationship management (CRM) platforms, knowledge bases, and web-based applications simultaneously.

    • Maintain accurate, complete documentation of customer interactions, account activities, resolutions, and follow-up requirements.

    • Communicate relevant policies and procedures clearly while ensuring interactions meet applicable quality and compliance standards.

    • Issue Resolution and Escalation Management

      • Identify and address member concerns, using effective de-escalation techniques to manage challenging interactions professionally.

      • Coordinate with management, vendors, and credit union partners through email and internal messaging systems to research and resolve complex issues.

      • Assist Spanish-speaking callers when transferring or escalating requests to other teams or departments, ensuring clear communication and appropriate handoffs.

      • Follow up on outstanding service requests and support timely, effective resolution.

      • Performance and Operational Excellence

        • Meet established productivity, quality, schedule adherence, and service performance targets.

        • Manage competing priorities while maintaining accuracy, responsiveness, and professionalism in a fast-paced environment.

        • Respond to emails promptly, complete required annual training by designated deadlines, and stay informed about updated policies and procedures.

        • Participate in additional projects and perform other duties as assigned by management.

        • Teamwork and Continuous Learning

          • Collaborate with colleagues and leadership to maintain consistent service standards and support shared goals.

          • Contribute to a positive, team-oriented environment grounded in service, teamwork, attitude, and results.

          • Apply feedback and ongoing training to strengthen product knowledge, communication skills, and service delivery.

          Requirements

          • Bilingual Communication: Proficiency in English and Spanish is required. Conversational Spanish with knowledge of basic banking and financial terminology is preferred.

          • Professional Experience: Five years of work experience, or a combination of relevant professional experience and education. An associate degree or higher, or applicable certifications, may be considered as part of the overall qualification assessment.

          • Customer Service Experience: Previous experience in direct customer engagement, customer support, or relationship management is required.

          • Preferred Industry Knowledge: Experience in banking, financial services, and/or fraud-related work is preferred.

          • Leadership Experience: Previous experience as a team leader, mentor, coach, trainer, or supervisor is an advantage.

          • Technical Skills: Familiarity with Microsoft Teams, Outlook, CRM platforms, and web-based applications is preferred. The ability to navigate multiple systems simultaneously is essential; experience working with dual monitors is a plus.

          • Communication and De-escalation: Excellent verbal and written communication skills, with the ability to explain information clearly, manage difficult conversations, document concerns, and coordinate appropriate handoffs.

          • Performance Orientation: Demonstrated ability to meet performance goals while maintaining service quality, accuracy, and compliance.

          • Organization and Time Management: Strong organizational skills, attention to detail, and the ability to prioritize tasks and manage time effectively.

          • Adaptability: Ability to work independently in a fast-paced, high-volume environment while handling competing demands and frequent deadlines.

          • Professionalism and Judgment: Ability to handle confidential and sensitive information responsibly, follow established procedures, and exercise sound judgment when resolving routine issues.

          • Work Environment: Comfort working in a structured contact center environment that may involve sustained periods of high activity and stress.

          • Work Arrangement: Ability to work remotely from within the United States.

          Benefits

          • Starting Salary: $41,920 annually (Grade 15 minimum).

          • Medical, Dental, and Vision Insurance: Health coverage options to support employee well-being.

          • Paid Time Off: Starting at 20 days during the first year.

          • Paid Holidays: Up to 11 paid holidays per year.

          • Retirement Savings: 401(k) plan with an employer match and discretionary employer contribution.

          • Life Insurance: Life and accidental death and dismemberment (AD&D) coverage.

          • Additional Insurance: Accidental injury, critical illness, and hospital care insurance options.

          • Employee Assistance Program: Resources to support personal and professional well-being.

          • Health and Wellness: Access to a health and wellness program.

          • Employee Referral Program: Opportunity to participate in the employee referral program.

          • Recognition: Peer-to-peer recognition program celebrating employee contributions.

          • Employee Discounts: Access to an employee discount program.

          • Remote Work: Fully remote, work-from-home arrangement.

          • Learning and Development: Training opportunities designed to strengthen skills and support professional growth.

          • Employment Type: Full-time, nonexempt position.