Member Care Associate - Bilingual

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.

Key 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.
• Understands and adheres to Caller Authentication guidelines, processes and procedures.
• Strengthens 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.
• Maintains current knowledge of the credit unions products, services, promotions, mailings, procedures, policies and federal regulations.
• Maintains knowledge of the requirements for membership and documents required to open an account with the credit union.
• Practices effective member service skills providing the member with a positive interaction and experience on every call. 
• Establishes 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.
• Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
• Addresses member concerns and troubleshoots problems.
• Ensures members receive appropriate follow-up communication if needed, ensuring satisfaction, and first call resolution.
• Meets individual and team goals.
• Other projects and responsibilities may be added at the manager’s discretion.

Job Requirements & Qualifications: 

• 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).

Schedule: 

Flexibility to work shifts between 8am-6pm, Monday- Friday and rotating shift of 9am-4pm on Saturdays.

Building tomorrow starts with you!

At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.

Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.