Bilingual Contact Center Representative

Truliant Federal Credit Union; Salem (NC); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

No-cost employee medical, dental, and视

401(k) plan with matching

Paid holidays and PTO

Tuition reimbursement

Teledoc

Job summary

Truliant Federal Credit Union seeks a bilingual Contact Center Representative to assist members via phone, text, chat, and email in English and Spanish. You will resolve inquiries, verify identities, and connect members with straightforward financial solutions while collaborating with teammates.

The role emphasizes accuracy, service, and timely support in a dynamic contact center environment. A high school diploma is required, with prior customer service and financial experience preferred.

Qualifications

• Bilingual English and Spanish communication is required.
• High school diploma or equivalent.
• Experience in contact center is preferred.
• Experience in financial services is a plus.

Responsibilities

• Respond to member inquiries across phone, text, chat, and email with service that reflects our mission.
• Identify member needs using a consultative approach and suggest appropriate products or services.
• Research and resolve account questions, verify member identity, document interactions accurately, escalate when needed.
• Maintain professionalism and accuracy while handling multiple channels and shifting priorities.
• Contribute to a collaborative team environment and ongoing coaching to support growth.

Skills

Bilingual English/Spanish

Communication skills

Customer service

Multichannel support

Fraud awareness

Education

High school diploma

Tools

CRM systems

Account research tools

Basic PC skills

Job description

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Why this role matters

At Truliant Federal Credit Union, every member interaction is a chance to make financial life a little easier, clearer, and more personal. As a Bilingual Contact Center Representative, youll be one of the first voices members turn to when they have questions, need support, or want guidance on the products and services that can help them move forward.

This is a great opportunity for someone who enjoys helping people, solving problems in real time, and creating a positive experience for members across calls, texts, chats, and emails in both English and Spanish.

What you'll do

In this role, youll support Truliant member-owners by responding to inquiries, researching account questions, and connecting members with straightforward financial solutions. Youll balance accuracy, service, and follow-through while helping members feel supported in both English and Spanish and working closely with teammates and internal partners to resolve needs quickly and professionally.

Day to day, youll:

• Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant's mission of putting members first.
• Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.
• Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed.

You'll also contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.

What you bring

We're looking for someone who is dependable, service-minded, and comfortable balancing friendly support with accuracy and attention to detail. You'll do well in this role if you can communicate clearly in English and Spanish, stay organized, and remain professional when members need timely help.

This role is a great fit if you have:

Required Skills

• Bilingual verbal and written communication skills in English and Spanish, including clear explanations, active listening, and professional member support across service channels.
• Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
• Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.
• Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.
• Good arithmetic skills and attention to detail when handling account-related questions or financial information.
• Ability to manage shifting priorities, complete assignments with minimal supervision, and maintain professionalism in a fast-paced contact center environment.
• Ability to use a consultative service approach to identify member needs and recommend appropriate Truliant products or services.

Education/Certifications

• High school diploma or equivalent required.

You should also be comfortable working in a structured environment where bilingual communication, accuracy, compliance, confidentiality, and excellent member service matter throughout the day.

What sets you apart

You dont need to check every box, but heres what will help you thrive in this role:

• Previous contact center experience.
• Previous experience in the financial industry, credit union, or banking environment.
• Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.

What youll get

We believe in supporting our team members both professionally and personally.

In this role, you can expect:

• A chance to make a direct impact on Truliant member-owners by helping them resolve questions and feel confident in their financial decisions.
• Hands-on experience in financial services, bilingual member support, account research, fraud awareness, and consultative service.
• Coaching and development that can help you build toward higher levels of responsibility within the Contact Center.
• A collaborative team environment where professionalism, follow-through, and member-first service are valued every day.

The opportunity to grow your knowledge of Truliant's products, services, and mission while supporting members in meaningful moments.

Ready to Apply?

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account