Member Service Representative – Bilingualremoterocketship • New York, New York, United States
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Member Service Representative – Bilingual
remoterocketship
- New York, New York, United States
- New York, New York, United States
Über
Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for both English and Spanish speaking member and non-member callers Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems Meet quality, schedule adherence, and productivity expectations, queue-based contact center Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution Support specialized digital, card, or loan queues and process related transactions with speed and accuracy Complete additional job-related projects and perform other duties as assigned by management Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines Maintains knowledge of current department policies and procedures by monitoring updates and communications Requirements:
Bilingual in English/Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred) 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered Experience involving direct customer engagement or relationship management is required Banking and/or Fraud experience preferred Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus Proven ability to meet performance goals Strong de-escalation skills, including clear documentation and appropriate handoffs Ability to work independently, prioritize tasks, and maintain productivity Excellent verbal and written communication skills Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance Highly organized and detail oriented Strong time-management skills Works well in a structured, procedure-driven environment Benefits:
Medical, dental, and vision insurance Paid time off (PTO) starting at 20 days in your first year Up to 11 paid holidays per year 401(k) with employer match and discretionary contribution Employee referral program Employee assistance program (EAP) Health & wellness program Life and AD&D Insurance Accidental Injury, Critical Illness and Hospital Care Insurance Peer-to-peer recognition program Employee Discount Program Fully remote (work from home)
Sprachkenntnisse
- English
Hinweis für Nutzer
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