Bilingual Member Service Representative
New
J
JobgetherFinancial services
Ability to work remotely from within the United States.Full-TimeSenior
SalaryAt least 41,920 USD per year
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Job Details
- Languages
- Proficiency in English and Spanish is required.
- Experience
- Five years of work experience, or a combination of relevant professional experience and education.
- Required Skills
- Customer service
Requirements
- Proficiency in English and Spanish is required.
- 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.
- Previous experience in direct customer engagement, customer support, or relationship management is required.
- Ability to navigate multiple systems simultaneously is essential.
- Excellent verbal and written communication skills, including explaining information clearly, documenting concerns, and coordinating handoffs.
- Ability to meet performance goals while maintaining service quality, accuracy, and compliance.
- Strong organizational skills, attention to detail, and ability to prioritize tasks and manage time effectively.
- Ability to work independently in a fast-paced, high-volume environment while handling competing demands and deadlines.
- Ability to handle confidential information responsibly, follow established procedures, and exercise sound judgment.
- Ability to work remotely from within the United States.
- Experience in banking, financial services, or fraud-related work is preferred.
- Familiarity with Microsoft Teams, Outlook, CRM platforms, and web-based applications is preferred.
Responsibilities
- Answer high volumes of inbound calls from English- and Spanish-speaking members and non-members across contact center queues.
- Respond to questions about membership, banking products, services, rates, policies, and procedures.
- Review accounts, complete identity verification, and process service requests and applicable transactions.
- Navigate telephony systems, account servicing tools, CRM platforms, knowledge bases, and web applications simultaneously.
- Document customer interactions, account activities, resolutions, and follow-up requirements accurately.
- Identify and address member concerns using de-escalation techniques, and coordinate escalations with management, vendors, and credit union partners.
- Follow up on outstanding service requests and support timely resolution.
- Meet productivity, quality, schedule-adherence, and service-performance targets.
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