Bilingual Contact Center Agent

ELGA Credit Union • Vero Beach, FL

1d • Hybrid

About The Position

The Bilingual Contact Center Agent is the frontline voice of ELGA Credit Union, delivering responsive, accurate, and member-focused service across inbound call queues. Agents assist members with day-to-day account servicing, card services, digital banking support, payments and transfers, and general account inquiries, with a consistent focus on first-contact resolution, accuracy, and member satisfaction.

Requirements

• One month to twelve months of similar or related experience.
• A high school education or GED.
• Strong interpersonal and verbal communication skills with a genuine interest in helping people.
• Ability to remain calm, professional, and solution focused with frustrated or upset members.
• Approaches every member interaction with empathy and a genuine commitment to resolving a member’s need.
• Must be fluent in speaking, reading and writing both English and Spanish.
• Ability to navigate multiple systems simultaneously while maintaining an active member conversation.
• Comfort working in a structured, metric-driven environment.
• Reliable and punctual, with consistent schedule adherence and dependable presence for the team and queue.
• Manual dexterity sufficient for continuous keyboard and system navigation.
• Ability to hear and speak clearly for sustained phone-based communication.

Responsibilities

• Provides outstanding service to credit union members via phone.
• Effectively handles and addresses a full range of day – to – day account servicing requests, member inquiries, concerns, and issues by applying critical thinking skills and providing comprehensive solution with a member-focused approach on every call.
• Meet and exceed QA standards by ensuring accuracy, adherence to policies and procedures, and delivering high-quality member experience.
• Follow compliance, fraud, and verification procedures on all account-related interactions, and escalate member issues when situations exceed the agent’s scope.
• Stays informed about credit union products and services by using the products and services, participating in ongoing training to enhance product knowledge, and effectively communicate offerings to members.
• Maintains accurate and complete member account information on computer system.
• Performs other related duties as assigned.

What This Job Offers

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