[Remote] Bilingual Contact Center Specialist Remote

Note: The job is a remote job and is open to candidates in USA. Marine Credit Union is currently seeking a full-time or part-time Bilingual (Spanish/English) Contact Center Specialist to join their dedicated Call Center team. The role involves providing exceptional customer service, resolving member inquiries, and acting as a liaison between members and back-office departments while maintaining a member-first mindset.

Responsibilities

• Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence
• Accurately verify members and be on the frontline of fraud prevention
• Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution
• Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset
• Assist members with complex problems to provide resolution and provide proper follow up
• Provide routine account maintenance and process account transactions per member request
• Provide technical support to members for digital banking and online account opening
• Educate members on most efficient way to do their business with the credit union
• Advance member lives through active listening to member needs and offering solutions through the credit union products and services
• Ensure that all credit union members and employee related business are kept in the strictest confidence
• Provide exceptional customer service to members and internal staff of the credit union
• Be a member advocate by actively listening to members and applying solutions
• Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions
• Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union
• Provide timely, complete, and accurate information to members
• Achieve daily metrics related to number of members helped through effective time management
• Successfully resolve member issues and complaints with one call resolution
• Ability to Multi-task while using computer programs
• Candidates must be available form 8 AM – 5 PM Monday – Friday and one Saturday per month form 8 AM – 1PM

Skills

• Must reside within the footprint (Select areas of the following states: WI, MN, IA, IL or MI)
• Bilingual (Spanish/English)
• High level of professionalism and experience in customer service and call center communication
• Ability to provide exceptional customer service to members and internal staff
• Ability to actively listen to members and apply solutions
• Knowledge of loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions
• Ability to abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union
• Ability to provide timely, complete, and accurate information to members
• Ability to achieve daily metrics related to number of members helped through effective time management
• Ability to successfully resolve member issues and complaints with one call resolution
• Ability to multi-task while using computer programs
• Availability from 8 AM – 5 PM Monday – Friday and one Saturday per month from 8 AM – 1 PM

Benefits

• Competitive compensation
• Low-cost comprehensive benefits package for full-time employees
• PTO and paid holiday program
• Additional PTO when our employees volunteer or have a major life event occur, including: marriage, buying a new home, and having a child
• Excellent paid training
• On-going professional development opportunities
• Values internal mobility

Company Overview