Member Care Associate - Bilingual

Location: Gold Canyon Corp. Office, 2023 Gold Canyon Drive, San Antonio, TX 78232, USA Bilingual Member Care Associate is responsible for providing enthusiastic, professional, and inspiring service by phone or video communication in a high call volume environment. The primary purpose of this position is to provide best-in-class member service while adding financial value by answering incoming calls, providing basic account and product information while performing account transactions and maintenance. Key Responsibilities Answer inbound and outbound calls promptly and professionally, handling member inquiries, transactions, and escalated issues with accuracy and efficiency in both English and Spanish. Understand and adhere to Caller Authentication guidelines, processes and procedures. Strengthen relationships with members through phone conversations to cross‑sell and up‑sell credit union products and services that meet identified needs and maximize retention. Maintain current knowledge of the credit union’s products, services, promotions, mailings, procedures, policies and federal regulations. Maintain knowledge of the requirements for membership and documents required to open an account with the credit union. Practice effective member service skills, providing the member with a positive interaction and experience on every call. Establish value‑added relationships with members to understand their financial needs and to offer solutions for those needs, explaining in detail the benefits of products and services. Practice due diligence with safeguarding member accounts and mitigating fraud. Manage calls to diffuse and resolve escalated issues by seeking assistance from supervisors or managers as needed. Address member concerns and troubleshoot problems. Ensure members receive appropriate follow‑up communication if needed, ensuring satisfaction and first‑call resolution. Meet individual and team goals. Other projects and responsibilities may be added at the manager’s discretion. Job Requirements & Qualifications Must have a high school diploma or GED. Fluent in both English and Spanish, oral and written. Must have at least one to three years of experience in a related call‑center environment, and/or two to three years of customer service experience in a service‑oriented environment. Ability to work in a fast‑paced, call‑center environment. Ability to present a consistently positive and professional presence over the phone. Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies. Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing, and to record, balance, and/or check account results for accuracy. Ability to adapt and embrace changes in organization, processes and systems as needed. All Firstmark team members must mirror the shared values: happy, helpful, honest, humble, and hungry (driven). Schedule Flexibility to work shifts between 8 am‑6 pm, Monday‑Friday and rotating shift of 9 am‑4 pm on Saturdays. Benefits From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar‑for‑dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well‑being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Firstmark Credit Union