Customer Service

Job Position: Customer Service

Location: Allen, TX 75013

Pay Rate: $22.00/hr

Shift: 1st

Description: Bilingual Chat Support Representative
Job Summary

We are seeking a professional, customer-focused Bilingual Chat Support Representative to join our Contact Center team. In this role, you will provide exceptional member support through chat and text channels, assisting members with account inquiries, digital banking services, and routine transactions. The ideal candidate has excellent written communication skills in both English and Spanish, thrives in a fast-paced environment, and is committed to delivering outstanding customer service.

Essential Duties & Responsibilities
Provide prompt, accurate, and professional customer service through live chat and text messaging.
Respond to member inquiries regarding credit union products, services, accounts, and policies.
Assist members with balance inquiries, account research, and general account servicing.
Guide members in using digital banking services, including Online Banking, Mobile Banking, Remote Check Deposit, and other self-service tools.
Process eligible member transactions such as transfers, loan payments, and account updates according to established procedures.
Identify issues requiring additional verification or specialized assistance and escalate them appropriately.
Resolve member concerns with professionalism, empathy, and clear written communication.
Maintain a thorough understanding of credit union products, services, policies, and digital banking capabilities.
Accurately document all member interactions in the appropriate systems.
Provide support to the Contact Center by assisting with inbound calls and scheduled appointments during high-volume periods.
Comply with all credit union policies, procedures, and federal regulations, including:

Perform additional duties as assigned to support daily operations.
Qualifications
High school diploma or GED required.
Previous customer service, banking, call center, or chat support experience preferred.
Bilingual in English and Spanish (written and verbal) required.
Excellent grammar, spelling, and professional writing skills in both languages.
Strong attention to detail and accuracy.
Ability to manage multiple chat conversations simultaneously while maintaining response time standards.
Strong problem-solving and decision-making skills.
Ability to identify member needs without verbal communication.
Proficient with Microsoft Office (Word, Excel) and multiple computer applications.
Ability to learn credit union products, services, and procedures quickly.
Comfortable working in a fast-paced, high-volume environment.
Flexible to assist with chat, phone support, and scheduled member appointments as business needs require.
Preferred Skills
Live Chat Support
Customer Service
Banking or Credit Union Experience
Digital Banking Support
Data Entry
CRM Systems
Microsoft Office
Multitasking
Written Communication
Problem Solving
Time Management
Attention to Detail
Work Environment
Fast-paced Contact Center environment.
Primarily chat and text-based support with occasional phone and appointment assistance.