Bilingual Call Center Representative

UW Credit Union • Wauwatosa, WI

7d • Hybrid

About The Position

Our Call Center (internally known as the Member Solutions Center) is growing, and we’re seeking compassionate, detail-oriented Call Center Specialists to join us. As a Call Center Specialist, you’ll be the foundation of our members’ experience, delivering best-in-class service through inbound calls. Our dedication to our members has earned us a reputation as a leader in the industry. Come launch your career with a robust, supportive and community-driven organization. UW Credit Union’s commitment to serving our Spanish speaking members, and the community, has resulted in significant need for Spanish-bilingual skills in our Member Solutions Center.

Requirements

• 8 months to 1 year of experience in customer service, preferably in a call center environment.
• Proficiency with Microsoft Office products.
• Familiarity with major web browsers and operating systems.
• Ability to learn and navigate complex systems and technologies.
• Bilingual fluency in Spanish and English.
• All employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.

Responsibilities

• Respond to inbound calls from members regarding account inquiries, transactions, and general financial services.
• Provide accurate information and resolve issues efficiently while maintaining a high level of professionalism and empathy.
• Document member interactions and follow up on unresolved issues to ensure timely resolution.
• Educate members on available products, services, and digital tools to enhance their banking experience.
• Collaborate with internal teams to escalate complex issues and ensure member needs are met.
• Meet performance metrics including call quality, response time, and member satisfaction scores.
• Stay informed on financial regulations, product updates, and internal policies to provide compliant and consistent service.

Benefits

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed