Bilingual Member Experience Specialist (Silver Spring, MD)

Educational Systems Federal Credit Union • Silver Spring, MD

15h • Onsite

About The Position

Educational Systems FCU is a fast-growing credit union with over $1.4 billion in assets and 95,000 members, proudly serving the education community for over 70 years. Our core purpose is serving the education community, and we are proud of our values: trustworthy, excellence, collaborative, empowerment and caring. Our vision is to make financial wellness and stability accessible for all the communities we serve. Our success is a result of our Ambassador's commitment to making a difference each day and helping the members of the education community achieve their financial goals and dreams. We are currently seeking a highly motivated individual with strong service, operational, sales and interpersonal skills to join our dynamic team as a Bilingual Member Experience Specialist. The Bilingual Member Experience Specialist serves as frontline Ambassador for the Credit Union brand, plays a crucial role in ensuring members' satisfaction and loyalty. Provides stellar member service, resolves issues efficiently, and creates a welcoming and supportive environment for all members. Plays a pivotal role in delivering outstanding service to our members, whether through the Contact Center or at branches. Responsible for ensuring that every interaction with members and fellow Ambassadors is positive, efficient, and tailored to their individual needs. The ideal candidate will act as a service role by demonstrating a combination of exceptional communication skills, empathy, and a genuine desire to help others. If you enjoy being a sales and service role model and creating and maintaining a sales culture in a fast-paced branch environment, we want to hear from you!

Requirements

• High school diploma required.
• Must read and speak Spanish fluently.
• 1-3 years of experience in customer service, hospitality, or a member-focused role.
• Exceptional communication skills, both written and verbal, with the ability to engage effectively with diverse individuals.
• Strong problem-solving skills and the ability to think quickly under pressure.
• A deep commitment to providing outstanding member service and improving member experiences.
• Proficiency in using CRM software and Microsoft Office Suite.
• Ability to work flexibly, including weekends or evenings as required.
• Empathetic and patient, with a positive and proactive approach to dealing with challenges.

Responsibilities

• Serves as frontline Ambassador for the Credit Union brand.
• Ensures members' satisfaction and loyalty.
• Provides stellar member service.
• Resolves issues efficiently.
• Creates a welcoming and supportive environment for all members.
• Delivers outstanding service to members through the Contact Center or at branches.
• Ensures every interaction with members and fellow Ambassadors is positive, efficient, and tailored to their individual needs.
• Acts as a service role model demonstrating exceptional communication skills, empathy, and a genuine desire to help others.
• Creates and maintains a sales culture in a fast-paced branch environment.

What This Job Offers

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