Member Advisor Bilingual Spanish (Beaverton)

Rivermark Community Credit Union•Beaverton, OR

3d•Hybrid

About The Position

Rivermark Community Credit Union is hiring a bilingual Spanish Member Advisor for its Member Service Center (Call Center). The advisor serves as a primary voice of Rivermark, building member relationships and providing service mainly by phone, with follow-up through email and callbacks. The role supports members with transactions, account maintenance, disputes, IRA questions, loan inquiries, and digital banking, with emphasis on accuracy, care, security, and resolving requests correctly the first time. The position suits a problem-solver who communicates effectively, exercises sound judgment, and enjoys helping people. The advisor identifies member needs, recommends appropriate solutions, advocates for positive outcomes, and manages challenging conversations. The work takes place in a fast-paced, high-volume service environment. The role follows a hybrid work model, with the initial 70+ days of training on-site. The schedule is 10 a.m. to 7 p.m. Monday through Friday and some Saturdays from 9:30 a.m. to 6 p.m.

Requirements

High school diploma or GED.
At least two years of customer service experience; financial institution experience is 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 take ownership of interactions, including callbacks, research, follow-up, and escalation.
Ability to multitask and work efficiently across several 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 p.m.
Ability to complete the initial 70+ days of training on-site.

Nice To Haves

Customer service experience at a financial institution.

Responsibilities

Deliver responsive, member-centered service in a high-volume phone environment.
Process transactions, account openings and closings, and servicing 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 and follow up on member concerns, keep members informed, and see 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.
Use consultative, needs-based conversations to recommend products and connect members with financial education and coaching resources.
Help members use digital banking and self-service tools, including through screen sharing and AI-assisted guidance.
Support coworkers and provide backup to ensure seamless member service.
Maintain thorough, accurate documentation and comply with policies, regulations, and member privacy expectations.