Bilingual Contact Center Representative

Truliant Federal Credit Union•Winston-Salem, NC

1d•Onsite

About The Position

Truliant Federal Credit Union is seeking a Bilingual Contact Center Representative who will be a primary point of contact for members seeking assistance, support, or guidance on financial products and services. This role involves interacting with members through various channels including calls, texts, chats, and emails in both English and Spanish. The representative will help members by responding to inquiries, researching account questions, and providing straightforward financial solutions, ensuring accuracy, excellent service, and timely follow-through. The position contributes to a positive member experience and requires collaboration with teammates and internal partners to resolve member needs efficiently and professionally.

Requirements

Bilingual verbal and written communication skills in English and Spanish, including clear explanations, active listening, and professional member support across service channels.
Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.
Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.
Good arithmetic skills and attention to detail when handling account-related questions or financial information.
Ability to manage shifting priorities, complete assignments with minimal supervision, and maintain professionalism in a fast-paced contact center environment.
Ability to use a consultative service approach to identify member needs and recommend appropriate Truliant products or services.
High school diploma or equivalent required.
Comfortable working in a structured environment where bilingual communication, accuracy, compliance, confidentiality, and excellent member service matter throughout the day.

Nice To Haves

Previous contact center experience.
Previous experience in the financial industry, credit union, or banking environment.
Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.

Responsibilities

Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant’s mission of putting members first.
Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.
Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed.
Contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.