Member Contact Associate (Bilingual Spanish and English)

Member Contact Associate

Sparks Group has partnered with a financial services organization, together we are seeking a (Bilingual Spanish and English) Member Contact Associate to support inbound and outbound member communications, resolve account inquiries, and provide exceptional service across multiple digital and phone channels. This role is ideal for customer-focused professionals who thrive in fast-paced environments and enjoy problem-solving and member engagement.

Responsibilities

• Handle incoming calls and web engagements promptly and professionally.
• Respond to inquiries and provide accurate, comprehensive information to members.
• Process member requests and resolve issues using available systems and tools.
• Research the root cause of member concerns and provide effective solutions.
• Identify cross-sell opportunities and guide members toward relevant products and services.
• Route members to the appropriate internal departments when needed.
• Conduct outgoing and follow-up calls, including returning missed calls and voicemail messages.
• Stay up to date on organizational products, services, promotions, and procedures.
• Educate members on features, benefits, and current campaigns.
• Meet and maintain individual and team performance and customer satisfaction goals.
• Assist management with ongoing projects as assigned.
• Serve as back-up for wire operations and digital support functions.

Qualifications/Background Profile

• High school diploma or GED required; college education preferred.
• Fluency in Spanish and English (verbal and written).
• Strong communication, writing, and customer service skills.
• Proficiency with Microsoft Office and the ability to work across multiple systems.
• Previous experience in banking, credit unions, call centers, or telemarketing preferred.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to multitask and perform effectively in a high-volume, fast-paced setting.
• Proactive, team-oriented, and detail-focused.

This job is Hybrid Remote. Pay Range: Hourly $21.00 to $26.00. We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.