Bilingual Contact Center Representative-Spanish/English

Job Description

Job Description

Join our team as a Contact Center Representative ($18.00/hour)

Help our members with their everyday financial needs. In this role, you'll provide friendly, accurate, and professional service primarily by phone while answering questions, resolving account issues, assisting with loan inquiries, and connecting members with products and services that meet their needs.

We're looking for someone who communicates confidently in  English and Spanish , enjoys helping people, pays close attention to detail, and can handle financial transactions and member information with accuracy and confidentiality

What you’ll do

• Assist members and prospective members with questions and requests by telephone.
• Provide information about account products, services, and other financial solutions.
• Resolve member questions and service issues within your level of authority and escalate more complex issues when appropriate.
• Assist members with loan questions and help submit loan applications for review and processing.
• Maintain accurate member account information in the computer system.
• Document member interactions, referrals, and cross-selling opportunities in the CRM.
• Identify opportunities to connect members with products and services that may benefit them.
• Maintain and manage your CRM pipeline.
• Prepare required records, reports, and wires accurately and in accordance with established procedures.
• Protect member information and follow all applicable policies, procedures, and regulatory requirements, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.
• Provide consistent, professional service to members, prospective members, vendors, and teammates.
  

What we’re looking for

• High school diploma or GED.
• Fluent communication skills in English and Spanish.
• Strong customer service and communication skills.
• Ability to communicate clearly and professionally by telephone.
• Strong attention to detail and the ability to accurately process information and transactions.
• Ability to follow established policies, procedures, and regulatory requirements.
• Reliable attendance and punctuality.
• Ability to work effectively as part of a team.
• Comfortable learning and using computer systems and CRM tools.
• Previous contact center, customer service, banking, credit union, lending, or financial-services experience is a plus.
  

Why you’ll love working here

• Health, dental, and vision insurance
• Paid time off
• Incentive opportunities
• Retirement plan
• Company-paid LTD, STD, and life insurance
• Professional development opportunities
• Wellness benefit with tax savings
  

Our culture

• Service: We show up every day ready to do our best for our members, our teammates, and our community. We are committed to continuously improving so every member feels supported, valued, and cared for.
• Inclusive: We believe our strength comes from the people who make up our team and the members we serve. We welcome different perspectives and work together to create a respectful, welcoming environment for everyone.
• Resilience: We face challenges together, support one another through obstacles, and stay focused on finding solutions that help our members and community move forward.

Equal Opportunity Employer
We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.