Member Service Specialist - Bilingual

Credit Union of Texas•Allen, TX

17d

About The Position

The Bilingual Member Service Specialist provides outstanding service to both internal and external members in English and Spanish while answering calls and assisting members in a high-volume contact center environment. This role includes identifying members’ financial needs and recommending appropriate CUTX solutions. The Bilingual Member Service Specialist resolves member questions and concerns related to online banking, payments, account reviews, and other banking-related requests, ensuring clear and accurate communication in both languages.

Requirements

Fluency in English and Spanish, with the ability to speak, read, and write professionally in both languages
Ability to communicate clearly, courteously, and effectively with members and co-workers via phone and email
Proficient knowledge of Microsoft Office, including Excel and Word
Strong phone presence and written communication skills in both languages
Knowledge of credit union policies and procedures
Ability to multitask while maintaining a high standard of accuracy and performance
Sound judgment and discretion when handling sensitive or confidential information
Ability to work effectively in a fast-paced environment with frequent interruptions while staying on task
High school diploma or general education degree (GED)
Minimum one to two years of call center, customer service, or related member services experience.
Bilingual proficiency in English and Spanish, with the ability to speak, read, and write fluently in both languages in a professional business setting.

Nice To Haves

Experience in a credit union or other financial institution preferred.

Responsibilities

Answer questions relating to CUTX products and services in English and Spanish, as needed.
Assist members with requests such as balance inquiries, account research, and product knowledge while ensuring language-appropriate and culturally responsive service.
Support members in accessing and understanding mobile and digital features, including Mobile Banking, Online Banking, Remote Check Deposit, and ATM services, in both languages.
Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, and check orders.
Resolve member complaints regarding account handling with professionalism and clarity in either language.
Obtain and communicate effective knowledge of the Credit Union’s products and services to serve bilingual member needs.
Respond to member requests for account updates, including address, phone, and email changes; adding or removing joint owners and/or beneficiaries; opening or closing accounts; and ordering debit cards.
Serve as a bilingual resource for members and internal teams as needed to support service delivery.
Perform other duties as directed by Member Services Contact Center Leadership to maintain credit union service and operations.
Perform job duties in compliance with bylaws, regulations, Board of Directors’ policies, established service standards, and work procedures.