Member Service Representative - Bilingual

Job Overview The bilingual Member Service Representative will be part of our talented remote Contact Center team. The role involves answering phone calls in all queues and assisting both English and Spanish speaking callers with questions and requests regarding membership, banking products, services, and rates while striving to exceed member expectations with every interaction. Spanish speaking callers may also be assisted when escalating or transferring to other queues or departments as needed to resolve service issues. The position is remote. Top Job Responsibilities Answer phone calls and use knowledge of credit union products, data systems, and web‑based applications to provide information, answer questions, and assist with requests and concerns for both English and Spanish speaking members and non‑members. Complete required member verification, review accounts, relay company and credit union policy and procedures, and communicate with management or other S3 teams/departments as needed to resolve member service issues in a remote environment. Handle calls related to all career path queues including digital, cards, and loans and process related transactions. Facilitate and translate conversations between Spanish speaking callers and other queues or departments as needed. Other Responsibilities and Opportunities Correspond with other departments and management through email for additional requests or research. Complete additional job‑related projects and duties as assigned by management. Qualifications & Skills Bilingual in English/Spanish (conversational Spanish with basic banking/financial terminology preferred). 6 months of customer service experience preferred. Thrives in a fast‑paced customer service environment. Highly organized and detail oriented. Ability to work independently and prioritize work effectively. Ability to navigate and utilize multiple platforms/computer software simultaneously. Experience in a remote work environment with dual monitors is a plus. Works well in a structured and procedure‑driven position. FLSA Status Nonexempt. Perks and Benefits Group medical, dental, and vision coverage insurance. Generous paid time off. Up to 11 paid holidays per year. 401(k) with employer match and discretionary contribution. Employee referral program. Wellness programs. Salary is $21.23 per hour. Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status. ADA Statement & Requirements S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations. Work Environment This position operates in a professional office environment. The role uses standard office equipment such as computers, phones, photocopiers, filling cabinets, and fax machines. Cognitive Requirements Constantly: compile, copy, and compare information; analyze and compute information; problem solve and use critical thinking; exercise good judgment and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills. Occasionally: perform basic mathematical computations. Physical Requirements Constantly: sit—remain in a seated position for long periods of time; use hands/fingers for repetitive keyboard and hand motion; speak coherently. Emotional Effort Frequent short deadlines. Work environment hectic with continual periods of high stress. Internal/External Interaction Steady and ongoing with occasional periods of low volume. #J-18808-Ljbffr United Way of Massachusetts Bay and Merrimack Valley