Bilingual Member Care Associate

Job Summary

The 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. 

Major 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.
• Understands and adheres to Caller Authentication guidelines, processes and procedures.
• Strengthens relationships with members through phone conversations to cross-sell and up-sell credit union products and services that meet identified needs and maximize retention. 
• Efficiently navigate multiple platforms via internet browsers and other software.
• Maintains current knowledge of the credit unions products, services, promotions, mailings, procedures, policies and federal regulations. 
• Maintains knowledge of the requirements for membership and documents required to open an account with the credit union.
• Practices effective member service skills providing the member with a positive interaction and experience on every call.  
• Establishes value-added relationships with members, to understand their financial needs and to offer solutions for those needs. Solution methods include identifying a solution, explaining in detail, the benefits of products and services.  
• Practice due diligence with safeguarding members accounts and mitigate fraud.
• Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
• Addresses member concerns and troubleshoots problems.  
• Ensures members receive appropriate follow-up communication if needed, ensuring satisfaction, and first call resolution. 
• Meets individual and team goals. 
• Other projects and responsibilities may be added at the manager’s discretion.

• Must have a high school diploma or GED. 
• Fluent in both English in 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.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• 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. 
• Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
• Ability to adapt and embrace changes in organization, processes and systems as needed.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).

Work Environment

• Flexibility to work shifts between 8am-6pm, Monday- Friday and a shift of 9am-4pm on Saturdays.
• Availability to work from home or onsite at our main office based on business need. 

Building tomorrow starts with you!

At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. 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.

Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.