Bilingual Virtual Contact Center Representative

Fibre Federal Credit Union • Longview, WA

2d • Onsite

About The Position

Fibre Federal Credit Union is hiring a full-time Bilingual Virtual Contact Center Representative at its Longview, Washington office. This is not a remote position. The representative assists members and non-members with transactions and consultative video sessions, providing professional service through channels that may include interactive teller machines (ITMs), email, secure messaging, and chat. The role provides information about Credit Union services and encourages members to use them, while supporting member retention, adoption, and engagement through basic service cross-selling. Fluency in Spanish and English is required to assist Spanish-speaking members. The position may require weekend work, mandatory Saturday hours, flexible scheduling, and shifts longer than eight hours as needed.

The stated wage range is $18.82–$29.41. The posting says the target pay range is typically within the first half of that range and that compensation decisions consider relevant skills, experience, education, or training. Benefits include employer-paid insurance coverage, paid time off, holidays, a 401(k) contribution, and opportunities for growth. Employment offers are contingent on successful completion of a background check, credit check, and drug screening.

Requirements

• High school diploma or equivalent.
• Ability to read, write, speak, and comprehend Spanish and English fluently; bilingual employees must pass a Spanish language test according to policy.
• Exceptional member service delivered in a friendly and efficient manner.
• Strong communication skills, including effective listening, speaking, problem solving, and tact in a video or electronic face-to-face customer environment.
• Strong video presence and comfort communicating professionally and in a friendly manner on camera.
• Ability to work a flexible schedule, including mandatory Saturday hours.
• Professionalism, reliability, dependability, and ability to be bondable.

Responsibilities

• Answer member inquiries and maintain working knowledge of Credit Union services.
• Process ITM transactions, including transfers, loan payments, deposits, and cash and check withdrawals.
• Follow Credit Union policies and procedures and ensure internal controls are followed.
• Monitor and respond to member email correspondence.
• Process account changes.
• Process orders for checks and other accessories and set corresponding memos.
• Assist members with Call 24, overdraft sources, cross-account transfers, and Online Banking setup, questions, and problems.
• Assist members with Visa credit and debit card issues and questions about the ATM Network.
• Process requests in work queues.
• Monitor ITM technical problems, resolve them when possible, or arrange support when they cannot be resolved remotely.
• Refund overdraft and late fees.
• Provide exceptional member service and maintain a positive, professional image.
• Perform other duties as assigned.

Benefits

• Competitive salary.
• Benefits package including 100% employer-paid health, dental, vision, life, and disability insurance for the employee.
• Paid vacation time.
• Paid volunteer hours.
• 6% 401(k) plan contribution.
• 10 paid holidays.
• 2 floating holidays.
• Opportunities for growth within the company.

What This Job Offers

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