BIL Member Care Associate

Description

As a Bilingual Member Care Associate, you will deliver outstanding, professional service through phone and video interactions in a high-volume contact center. You’ll assist members with account inquiries, transactions, and product information while building strong relationships that drive satisfaction and loyalty.

• Provide prompt, friendly, and accurate support for inbound and outbound member calls in both English and Spanish
• Assist with account inquiries, maintenance, and transactions while ensuring accuracy and efficiency
• Build relationships with members by identifying needs and recommending relevant financial products and services
• Deliver a seamless member experience by resolving issues and ensuring first-call resolution whenever possible
• Navigate multiple systems and tools to support member requests effectively
• Maintain up-to-date knowledge of products, services, policies, and regulatory requirements
• Protect member accounts by following security procedures and identifying potential fraud
• Handle escalated concerns with professionalism and collaborate with team members when needed
• Contribute to individual and team performance goals

You’ll play a key role in creating positive, lasting impressions and helping members feel confident in every interaction.

• High school diploma or GED required
• 1–3 years of call center experience OR 2–3 years of customer service experience in a service-focused environment
• Fluency in English and Spanish (both spoken and written)

• Strong communication skills with a consistently positive and professional phone presence
• Ability to work efficiently in a fast-paced, high-volume environment
• Attention to detail and accuracy in handling transactions and member information
• Solid math skills and ability to reconcile account details
• Proficiency with computers, web browsers, email, and standard business applications
• Familiarity with online and mobile banking platforms
• Ability to adapt to changing processes, systems, and business needs

• A passion for helping others and delivering exceptional service
• Strong problem-solving skills and the ability to think on your feet
• A collaborative mindset and a commitment to team success
• Personal values that align with being happy, helpful, honest, humble, and driven

Location:

Flexible (Onsite or Hybrid Remote based on business needs)

Schedule:

Monday–Friday (8:00 AM – 6:00 PM) + rotating Saturdays (9:00 AM – 4:00 PM)

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 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.