Customer Service Representative - Financial Services

Member Experience Representative Financial Services Contact Center

We are seeking a bilingual Member Experience Representative with previous customer service experience in banking, credit unions, lending, or financial services to join an on-site Contact Center team in Miami. This is a front-line member service position within a federally insured financial cooperative serving a diverse membership base. You will assist members with questions regarding their accounts, financial products, transactions, and digital banking services while providing accurate information and resolving issues efficiently.

Key Responsibilities

• Handle inbound and outbound calls from current and prospective members.
• Assist members with questions regarding their accounts, transactions, payments, balances, and financial services.
• Explain financial products, policies, procedures, fees, and account information clearly and accurately.
• Support members with products and services such as: checking and savings/deposit accounts, consumer loans, credit cards, mortgages and home equity products, certificates and retirement accounts, debit and ATM cards, direct deposit and payroll deduction, bill pay and online banking.
• Research and resolve account-related questions or service issues.
• Escalate complex, sensitive, or higher-risk matters to the appropriate department when necessary.
• Maintain professionalism and composure when assisting members with sensitive financial concerns.

• Understand each member's financial needs and recommend appropriate products or services.
• Educate members on available banking, lending, insurance, and digital financial solutions.
• Identify opportunities to deepen member relationships through consultative, needs-based conversations.
• Provide accurate information so members can make informed financial decisions.

• Meet established individual and team performance expectations.
• Maintain appropriate call availability, productivity, handle time, and service levels.
• Document member interactions accurately in internal systems.
• Manage multiple requests and priorities while maintaining attention to detail and accuracy.

• Handle confidential financial and personally identifiable information with a high level of discretion.
• Follow established identity verification, privacy, security, and internal procedures.
• Maintain compliance with applicable Bank Secrecy Act (BSA) requirements and complete required training.
• Follow organizational policies and regulatory requirements when accessing or discussing member accounts.

Required Qualifications

• Bilingual English and Spanish required.
• High school diploma or equivalent.
• 13 years of customer service experience in financial services, preferably within: banking, credit unions, consumer lending, credit cards, mortgage or loan servicing, financial contact centers, fintech or other financial institutions.
• Experience assisting customers with financial accounts, transactions, payments, loans, credit products, or banking services.
• Experience handling sensitive customer and financial information.
• Strong verbal communication skills and the ability to explain financial information clearly.
• Comfortable working in a phone-based, high-volume customer service environment.
• Strong problem-solving skills with the ability to research information and provide accurate answers.

At ttg, "We believe in making a difference, One Person at a Time."