Member Service Representative - Bilingual

Job Description

Job Description

Member Service Representative- Bilingual

The bilingual Member Service Representative will be part of our talented remote Contact Center team. The bilingual Member Service Representative is trained to answer phone calls within all queues and assist both English and Spanish speaking callers with questions and requests regarding membership, banking products, services, and rates while seeking to exceed member expectations with every interaction. The bilingual Member Service Representative will also assist Spanish speaking callers when escalating or transferring to other queues or departments as needed to ensure service issues are resolved. We pride ourselves on delivering world class service in a collaborative and supportive team environment. Our success is dependent upon employees who are self-motivated, dependable, adaptable, a team player, and member focused.

S3 STAR Values :

• Service
• Teamwork
• Attitude
• Results

Location: Remote

TOP JOB RESPONSIBILITIES:

• Answers phone calls and utilizes 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 member and non-member callers.
• Completes required member verification, reviews accounts, relay company and credit union policy/procedures, and communicates with management or other S3 teams/departments as needed to remedy member service issues in a remote environment.
• Handles calls related to all career path queues including digital, cards, and loans and processes related transactions.
• Facilitates and translates conversations between Spanish speaking callers and other queues or departments as needed.

Other responsibilities and opportunities:

• Corresponds with other departments and management through email for additional requests or research.
• Additional job-related projects and duties as assigned by management.

QUALIFICATIONS & SKILLS:

• Bilingual in English/Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred).
• 6 months of experience in customer service is preferred.
• Excellent written and verbal communication.
• Thrives in a fast-paced customer service environment.
• Must be 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: 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
• Peer-to-Peer Recognition Program
• Salary is $21.23/hour.

About S3:

We are excited to share that S3 was named a Top Workplace of 2022 and 2023 through the Baltimore Sun, 2023 Top Workplace in the USA as well as for leadership, and 2023 America’s most loved workplaces by Newsweek. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success.

S3 is a Credit Union Service Organization (CUSO) which is an organization, owned by credit unions. We serve credit unions by supporting their operations and delivering world class service. We support the credit union members with their loans, deposits and other financial needs to achieve their goals.

Equal Employment Opportunity

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. This 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 solving and critical thinking; Exercise good judgement/reasoning 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- Remaining in a seated position for long periods of time; Use hands/fingers for repetitive keyboard & 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.