Member Care Associate - Bilingual

Firstmark Credit Union•San Antonio, TX

2d•Onsite

About The Position

The Bilingual Member Care Associate is responsible for providing enthusiastic, professional, and inspiring service by phone or video communication in a high call volume environment. The primary purpose of this position is to provide best-in-class member service while adding financial value by answering incoming calls, providing basic account and product information while performing account transactions and maintenance.

Requirements

Must have a high school diploma or GED.
Fluent in both English in Spanish, oral and written.
Must have at least one to three years of experience in a related Call Center environment, and/or two to three years of Customer Service experience in a service-oriented environment.
Ability to work in a fast-paced, call center environment.
Ability to present a consistently positive and professional presence over the phone.
Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
Ability to adapt and embrace changes in organization, processes and systems as needed.
All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).

Responsibilities

Answer inbound and outbound calls promptly and professionally, handling member inquiries, transactions, and escalated issues with accuracy and efficiency in both English and Spanish.
Understand and adhere to Caller Authentication guidelines, processes and procedures.
Strengthen relationships with members through phone conversations to cross-sell and up-sell credit union products and services that meet identified needs and maximize retention.
Efficiently navigate multiple platforms via internet browsers and other software.
Maintain current knowledge of the credit union's products, services, promotions, mailings, procedures, policies and federal regulations.
Maintain knowledge of the requirements for membership and documents required to open an account with the credit union.
Practice effective member service skills providing the member with a positive interaction and experience on every call.
Establish value-added relationships with members, to understand their financial needs and to offer solutions for those needs. Solution methods include identifying a solution, explaining in detail, the benefits of products and services.
Practice due diligence with safeguarding members accounts and mitigate fraud.
Manage calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
Address member concerns and troubleshoot problems.
Ensure members receive appropriate follow-up communication if needed, ensuring satisfaction, and first call resolution.
Meet individual and team goals.
Other projects and responsibilities may be added at the manager’s discretion.