Bilingual Member Care Representative - Contact Center

At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most.

Position Summary

The Bilingual Member Care Representative plays a critical role in delivering exceptional service within a high-volume call center environment. This position is responsible for assisting members in both English and Spanish, handling inbound calls, resolving inquiries, and strengthening member relationships through prompt, accurate, and courteous service. Success in this role requires strong communication skills, the ability to multitask, and a commitment to providing a positive member experience on every call.

Key Responsibilities

Call Center Member Support

• Handle a high volume of inbound calls, providing service in both English and Spanish
• Assist members with account inquiries, transactions, and general service requests
• Resolve member concerns efficiently while maintaining professionalism and empathy
• De-escalate and manage challenging or sensitive conversations with confidence
• Ensure all interactions meet established call quality and service standards

Service & Sales Performance

• Identify member needs through effective questioning and active listening
• Recommend and promote appropriate products and services
• Meet or exceed individual key performance metrics, including call quality, handle time, and sales goals
• Educate members on available self-service and digital banking options

Operations & Compliance

• Accurately document all member interactions in internal systems
• Follow all security, verification, and fraud prevention procedures
• Ensure compliance with credit union policies and regulatory requirements
• Maintain strict confidentiality of member information

Team & Performance Expectations

• Adhere to assigned schedules, including breaks, lunches, and shift times
• Work effectively in a fast-paced, structured call center environment
• Collaborate with team members and supervisors to meet departmental goals
• Participate in ongoing training and coaching to improve performance

Qualifications

Knowledge, Skills & Abilities

• Fluent in Spanish and English (required)
• Strong verbal communication and active listening skills
• Proven ability to manage high call volumes while maintaining quality service
• Excellent problem-solving and conflict resolution abilities
• Ability to multitask across systems while speaking with members
• Strong attention to detail and accuracy
• Customer-focused mindset with a positive and professional demeanor
• Ability to meet performance metrics in a structured environment

Education & Experience

• High School Diploma or equivalent required
• 1–2 years of call center or customer service experience preferred
• Experience in banking, financial services, or credit unions is a plus
• Proficient in basic computer systems and data entry

Work Environment

• Structured, high-volume call center setting
• Performance metrics-driven role (call volume, quality, adherence, sales)
• Flexible schedule required, including possible evenings, weekends, and holidays

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Call center: 2 years (Required)
• Customer service: 1 year (Required)

Language:

• Spanish (Required)

Location:

• Greensboro, NC 27409 (Required)

Ability to Commute:

• Greensboro, NC 27409 (Required)

Work Location: In person

Salary : $30,594 - $39,603