Member Service Specialist - Bilingual

Position Purpose and Objectives

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.

 

Major Duties and Essential Functions:

1. Answer questions relating to CUTX products and services in English and Spanish, as needed.
2. Assist members with requests such as balance inquiries, account research, and product knowledge while ensuring language-appropriate and culturally responsive service.
3. Support members in accessing and understanding mobile and digital features, including Mobile Banking, Online Banking, Remote Check Deposit, and ATM services, in both languages.
4. Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, and check orders.
5. Resolve member complaints regarding account handling with professionalism and clarity in either language.
6. Obtain and communicate effective knowledge of the Credit Union’s products and services to serve bilingual member needs.
7. 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.
8. Serve as a bilingual resource for members and internal teams as needed to support service delivery.
9. Perform other duties as directed by Member Services Contact Center Leadership to maintain credit union service and operations.
10. Perform job duties in compliance with bylaws, regulations, Board of Directors’ policies, established service standards, and work procedures.
11. Report to the Member Services Team Lead/Supervisors. Continued training and supervision are required

 

Specific Knowledge, Skills, and Abilities Required:

• 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

 

Education:

High school diploma or general education degree (GED)

 

Experience:

Minimum one to two years of call center, customer service, or related member services experience. Experience in a credit union or other financial institution preferred.
Required: Bilingual proficiency in English and Spanish, with the ability to speak, read, and write fluently in both languages in a professional business setting.

 

Physical Activities and Requirements of this Position

CATEGORY

DESCRIPTION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.  

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.   

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally lift and move up to 10 pounds. Requires ability to move about department in order to file and retrieve documents.

 

Working Conditions of this Position

DESCRIPTION

None.  No hazardous or significantly unpleasant conditions. Duties are generally performed in standard office environment.  The noise level in the work environment is usually moderate.

 

Mental Activities and Requirements of this Position

Reasoning Ability:  The ability to use common sense or logic. 

 

 

Detailed

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Ability:  The level of ability required to perform math skills and operations.

Basic

Ability to add, subtract, multiply, and divide and to calculate figures and amounts such as discounts, interest, and percentages.  Ability to apply concepts of basic algebra.

Language Ability:  The level of ability required to communicate and understand written and oral language. 

Typical

Ability to read and interpret documents such as operating and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before small groups of employees and to members.

 

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

 

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.