Bilingual (English/Spanish) Call Center Specialist I

LMCU • Grand Rapids, MI

2d • Onsite

About The Position

The Call Center Specialist I provides exceptional telephone service to members and potential members, answering questions, resolving concerns, and identifying opportunities to offer financial education and guidance. The role requires a strong understanding of credit union products and services, excellent verbal and written communication, and the ability to multitask in a fast-paced environment. It also supports members’ long-term financial well-being by identifying needs and explaining relevant products, services, and financial solutions.

The position provides on-call Spanish interpretation for the assigned location and internal departments, including member meetings and transactions. It works with internal partners to resolve issues, protects member accounts and credit union assets, supports accurate member data, and participates in employee-led coaching. The role must comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Requirements

• One or more years 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.
• Completion of 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 providing financial education and guidance.
• Strive for first-contact resolution by taking ownership of member needs, using available resources, and providing accurate, timely solutions.
• Escalate complex issues beyond the role’s authority, provide recommendations, and keep members informed during resolution.
• Provide on-call Spanish interpretation for the assigned location and internal departments, including member meetings and transactions; explain products, services, and policies and help resolve language-related issues.
• Engage members to identify needs and recommend suitable products and services, explaining features and benefits to support informed decisions.
• Collaborate with internal departments and business partners to resolve member issues and provide a seamless experience.
• Follow member verification procedures and promptly identify and escalate suspicious activity, potential fraud, or security concerns.
• Promote accurate and consistent member data, follow data governance standards, and identify, report, and help resolve data quality issues.
• Participate in employee-led coaching sessions, reflect on performance, identify development opportunities, and take accountability for 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