Bilingual (English/Spanish) Call Center Specialist I

Lake Michigan Credit Union • Grand Rapids, MI

5h • Onsite

About The Position

The Bilingual Call Center Specialist I provides service to credit union members and potential members by telephone. The role requires knowledge of credit union products and services, strong verbal and written communication, and the ability to manage multiple tasks in a fast-paced environment. In addition to addressing immediate needs, the specialist supports members’ financial well-being by educating them about products, services, and financial solutions aligned with their longer-term goals.

The specialist also serves as an on-call Spanish interpreter for the assigned location and internal departments needing Spanish-language, member-facing support. The position is fully on-site in Grand Rapids, Michigan.

Requirements

• At least one year of experience in customer service, a contact center, banking, a credit union, or financial services, including identifying member needs, resolving inquiries, and recommending products and services.
• High school diploma or equivalent.
• Proficiency in spoken English and Spanish, with the ability to interpret between multiple parties.
• Complete a telephone-based language proficiency assessment during the application process.

Responsibilities

• Assist members and potential members with telephone requests by answering questions, resolving concerns, and identifying opportunities to provide financial education and guidance.
• Seek first-contact resolution by taking ownership of member needs, using available resources, and providing accurate, timely solutions.
• Escalate issues beyond the role’s authority, provide recommendations, and keep members informed during resolution.
• Serve as an on-call interpreter for the assigned location and internal departments requiring Spanish-language member-facing support, including assisting with meetings and transactions, explaining products and services, resolving language-related issues, and clarifying policies.
• Engage members in conversations to identify needs and recommend appropriate products and services.
• Explain product features and benefits so members can make informed decisions.
• Collaborate with internal departments and business partners to resolve member issues and provide a seamless experience.
• Protect member accounts and credit union assets by following member verification procedures.
• Identify and promptly escalate suspicious activity, potential fraud, and security concerns.
• Promote accuracy, consistency, and compliance with data governance standards; identify, report, and help resolve member-account data quality issues.
• Participate in employee-led coaching sessions with leadership, reflect on performance, identify development opportunities, and work toward coaching goals and action plans.
• Adhere to and champion the organization’s core values of curious minds, collaborative hearts, and continuous excellence.
• Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

• Weekly pay.
• Retirement savings options.
• Comprehensive medical coverage, including prescription coverage, for full-time employees.
• Dental coverage for full-time employees.
• Vision coverage for full-time employees.
• HSA match for full-time employees.
• Paid parental leave for full-time employees.
• Tuition reimbursement for full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED