Member Service Representative- Bilingual

📋 Description

• Answer high volumes of inbound calls from English- and Spanish-speaking members and non-members
• Respond to questions about membership, banking products, services, rates, policies, and procedures
• Review accounts, complete required identity verification, and process service requests accurately
• Support specialized digital banking, card services, and loan-related queues, including processing
• Navigate telephony systems, account servicing tools, CRM platforms, knowledge bases, and web-based
• Maintain accurate, complete documentation of customer interactions, account activities

🎯 Requirements

• Bilingual Communication: Proficiency in English and Spanish is required. Conversational Spanish
• Professional Experience: Five years of work experience, or a combination of relevant professional
• Customer Service Experience: Previous experience in direct customer engagement, customer support
• Preferred Industry Knowledge: Experience in banking, financial services, and/or fraud-related work
• Leadership Experience: Previous experience as a team leader, mentor, coach, trainer, or supervisor
• Technical Skills: Familiarity with Microsoft Teams, Outlook, CRM platforms, and web-based

🎁 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.