Bilingual Member Contact Specialist - Tyler West Office - Tyler TX

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Altra Federal Credit Union is committed to providing exceptional service and meaningful support to its members. They are seeking a Bilingual Member Contact Specialist who will play a vital role in connecting with members, addressing inquiries, and ensuring satisfaction while upholding the organization's service standards.

Responsibilities

Respond to member inquiries promptly via telephone, email, fax, and live chat, ensuring a positive member experience
Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiries
Proactively identify and address members’ needs, escalating issues when necessary
Accurately document member interactions in the CRM system
Meet or exceed performance metrics, including response time, quality, and member satisfaction
Model Altra’s service standards of being friendly and outgoing, non-judgmental, focused, trustworthy, and confident
Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise

Skills

High school diploma (or equivalent) required
Fluent in English and Spanish, with strong verbal and written skills in both, required
1+ year of customer service or member support experience is required, preferably in a call center / contact Center
Excellent communication and interpersonal skills
Strong problem-solving skills and multitasking abilities
A positive attitude and commitment to providing excellent service, in a fast-paced environment
Ability to handle a variety of member inquiries with patience and resilience
Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred

Benefits

Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
Up to a 6% Employer-matched 401(k) + additional 3% employer contribution.
Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
Employee-only perks and discounts.

Company Overview

Altra Federal Credit Union is a financial cooperative for all kinds of financial and banking services. It was founded in 1931, and is headquartered in Onalaska, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.altra.org/.

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