Bilingual Contact Center Agent — Spanish

R1cu; Dallas (TX); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Resource One Credit Union in Dallas seeks a bilingual Contact Center Agent to greet members by phone and digital channels, resolve inquiries, and promote financial products.

The role requires 1 year in customer service, a high school diploma, and Spanish bilingual fluency, with strong communication and CRM skills. You will assist with account tasks, troubleshoot digital banking, and maintain data accuracy while supporting cross-sell opportunities and service metrics.

Qualifications

• Minimum of 1 year experience in customer service (call center, retail, banking, etc.).
• Bilingual in Spanish.
• Excellent verbal and written communication skills.
• Comfort with CRM and digital banking systems.

Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, 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, and more.
• Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
• Handle sensitive financial data with the highest level of confidentiality and compliance.
• Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
• Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
• Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and professional development to stay current on products, policies, and systems.
• Contribute to a collaborative and positive team environment.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Active listening

Empathy

Interpersonal skills

Problem solving

Decision making under pressure

CRM systems

Digital literacy

Time management

Multitasking

Adaptability

Education

High school diploma or equivalent

Tools

CRM

Multi-line phone systems

Job description

Resource One Credit Union in Dallas seeks a bilingual Contact Center Agent to greet members by phone and digital channels, resolve inquiries, and promote financial products.

The role requires 1 year in customer service, a high school diploma, and Spanish bilingual fluency, with strong communication and CRM skills. You will assist with account tasks, troubleshoot digital banking, and maintain data accuracy while supporting cross-sell opportunities and service metrics.