Member Experience Representative

Member Experience Representative - Contact Center On-Site Bilingual in both English and Spanish is a MUST $23.50 - Offers Pension Plan and other excellent benefits Miami, Florida About the Role This is a front-line contact center position at a federally insured financial cooperative serving a large, diverse membership base. The Member Experience Representative (MER) is the voice of the organization — the person members turn to when they need answers, solutions, and guidance on their financial lives. If you lead with empathy, stay calm under pressure, and genuinely enjoy helping people navigate financial decisions, this role was built for you. The MER handles a full spectrum of inbound and outbound member interactions, resolves account- related issues, and thoughtfully introduces members to products and services that fit their actual needs. This is not a hard-sell environment — it is a relationship-first culture where doing right by the member is the standard. What You Will Do Deliver consistent, high-quality service to current and prospective members across inbound and outbound calls Handle inquiries across the full product suite: deposit accounts, consumer loans, credit cards, mortgages, home equity products, share certificates, retirement accounts, bill pay, online banking, direct deposit, payroll deduction, and debit/ATM cards Resolve member service issues with professionalism and efficiency; escalat complex or sensitive matters appropriately Communicate with members and non-members in a friendly, clear, and professional manner regardless of call complexity or emotional tone Cross-Selling & Member Growth Identify opportunities to introduce members to relevant products and services — including insurance and lending solutions — based on their individual financial situations Contribute to expanding the membership base through consultative, needs-based conversations Productivity & Compliance Consistently meet or exceed individual and team contact center performance goals, including metrics related to call volume, availability, handle time, and service levels Maintain full compliance with Bank Secrecy Act (BSA) regulations and complete all required BSA training Complete special projects and additional duties as assigned by leadership What You Bring Experience Bilingual in English and Spanish 1 to 3 years of experience in a customer-facing role, preferably in financial services, contact center operations, or a related service environment Education High school diploma or equivalent required Interpersonal Skills A high degree of trust, credibility, and discretion — you will regularly handle sensitive financial and personal information Ability to motivate, educate, and advise members and colleagues on matters that carry real weight in people's lives Comfortable communicating across all levels, from individual members to internal subject matter experts and managers Culturally aware and able to engage respectfully and effectively with a diverse membership community Work Environment & Physical Requirements Primarily sedentary, indoor, climate-controlled shared workspace Routine computer use averaging 6 to 8 hours per day Occasional lifting of up to 10 lbs; ability to navigate stairs in emergency situations Standard office equipment operation: computer, phone, copier, calculator Must be available for extended hours or off-site work when requested Regular, reliable, and punctual attendance is essential Mental & Emotional Requirements Able to work independently or collaboratively with minimal supervision Capable of managing multiple simultaneous priorities under deadline pressure while maintaining accuracy and composure Strong verbal communication skills with the ability to convey information clearly and logically Exercises the highest level of discretion on confidential internal and external matters Performs basic mathematical calculations and demonstrates solid written comprehension skills #J-18808-Ljbffr