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.