Member Advisor Bilingual Spanish (Beaverton)

RIVERMARK COMMUNITY CREDIT UNION•Beaverton, OR

1d•$25 - $32•Hybrid

About The Position

Rivermark Community Credit Union is hiring a Bilingual Member Advisor for its Member Service Center (Call Center). The role serves as a primary voice of Rivermark, building member relationships and providing service mainly by phone, with follow-up through email and callbacks. The advisor helps members with account servicing, disputes, IRA questions, loan inquiries, and digital banking support, aiming to resolve needs accurately and on the first interaction. This position calls for a problem-solver who enjoys helping people and can use sound judgment and communication skills to understand member needs, recommend solutions, and advocate for positive outcomes. The role operates in a fast-paced, high-volume phone environment. It follows a hybrid work model, with initial training of more than 70 days conducted on-site. Spanish speaking skills are required. Rivermark Community Credit Union is a local, not-for-profit financial cooperative serving communities across Oregon and Washington. It describes its culture as supportive and inclusive, with a focus on helping employees grow and strengthening the communities it serves.

Requirements

High school diploma or GED.
At least two years of customer service experience; financial institution experience preferred.
At least one year of contact center experience.
Spanish speaking skills.
Strong member service skills and ability to recommend or refer products and services that support member needs.
Ability to own interactions, including callbacks, research, follow-up, and escalation.
Ability to multitask and work efficiently across multiple systems and service platforms.
Working knowledge of financial products, security procedures, fraud prevention practices, and account servicing requirements.
Strong research and problem-solving skills.
Proficiency in Microsoft Office and ability to learn new systems quickly.
Availability to work 10 a.m. to 7 p.m., Monday through Friday, and some Saturdays from 9:30 a.m. to 6:00 p.m.

Nice To Haves

Customer service experience at a financial institution.

Responsibilities

Deliver responsive, member-centered service in a high-volume phone environment, processing transactions, account openings and closings, and service requests accurately and professionally.
Handle routine and complex account maintenance, including disputes, deceased member account support, digital banking troubleshooting, IRA inquiries, and general loan questions.
Research concerns and follow up as needed, keeping members informed and seeing requests through to resolution.
De-escalate difficult conversations professionally and escalate to management when needed.
Follow security, verification, and fraud-prevention procedures; recognize and escalate suspected fraud or unusual activity.
Build member relationships through consultative, needs-based conversations, recommend products, and connect members with financial education and coaching resources.
Help members use digital banking and self-service tools, including technology such as screen sharing and AI-assisted guidance.
Support coworkers and provide backup to ensure seamless member service.
Maintain accurate documentation and comply with policies, regulations, and member privacy expectations.