Bilingual Contact Center Agent: Member Care & Solutions

Resource-One-Credit-Union; Dallas (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Resource One Credit Union in Dallas, TX seeks a Contact Center Agent to be the first line of support for members via phone and digital channels.

You will handle account inquiries, perform transactions, troubleshoot online banking, and cross-sell suitable products while maintaining confidentiality and compliance.

This role requires a high school diploma, at least one year in customer service, and bilingual Spanish proficiency; training and a collaborative team environment are provided.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year experience in a customer service role.
• Bilingual in Spanish.

Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism and accuracy.
• Provide detailed information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks including address changes, payment processing, debit card orders, etc.
• Troubleshoot issues related to online banking and debit cards; resolve ACH inquiries when needed.
• Maintain confidentiality and comply with all security policies and regulations.
• Cross-sell appropriate financial products to deepen member relationships.
• Escalate complex issues to the appropriate departments while owning the member experience.
• Document all interactions and follow-ups in the CRM system for quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and satisfaction.
• Participate in ongoing training and team collaboration.

Skills

Customer service

Bilingual Spanish

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

CRM software

Multi-line phone system

Digital banking platforms

Job description

Resource One Credit Union in Dallas, TX seeks a Contact Center Agent to be the first line of support for members via phone and digital channels.

You will handle account inquiries, perform transactions, troubleshoot online banking, and cross-sell suitable products while maintaining confidentiality and compliance.

This role requires a high school diploma, at least one year in customer service, and bilingual Spanish proficiency; training and a collaborative team environment are provided.