Bilingual Customer Service Representative

ttg Talent Solutions; Florida; Presencial; USD 27 000 - 38 000; Tempo integral

Resumo da oferta

ttg Talent Solutions is hiring a bilingual Member Experience Representative for an on-site role in Doral, FL. You will support members with accounts, transactions, and digital banking while providing accurate information and resolving issues in a high-volume call center.

Requirements include a HS diploma and 1–3 years in financial services, with strong verbal communication and problem-solving skills. Bilingual English/Spanish is required. Role emphasizes confidentiality and regulatory compliance.

Qualificações

• Required bilingual English and Spanish proficiency.
• 1–3 years of customer service experience in financial services.
• Experience handling sensitive financial information and communicating clearly.

Responsabilidades

• Handle inbound and outbound calls from members and prospective members.
• Explain accounts, transactions, payments, balances, and financial services clearly.
• Assist with products such as checking, loans, credit cards, mortgages, and digital banking.
• Maintain confidentiality and follow privacy, security, and BSA requirements.

Conhecimentos

Bilingual English and Spanish

Verbal communication

Problem solving

Research ability

Formação académica

High school diploma or equivalent

Descrição da oferta de emprego

Member Experience Representative – Financial Services Contact Center

Location: Doral, FL

Work Arrangement: On-Site

Pay Rate: $23.50/hour

About the RoleWe are seeking a bilingual Member Experience Representative with previous customer service experience in banking, credit unions, lending, or financial services to join an on-site Contact Center team in Miami.

This is a front-line member service position within a federally insured financial cooperative serving a diverse membership base. You will assist members with questions regarding their accounts, financial products, transactions, and digital banking services while providing accurate information and resolving issues efficiently.

Key Responsibilities

• Handle inbound and outbound calls from current and prospective members.
• Assist members with questions regarding their accounts, transactions, payments, balances, and financial services.
• Explain financial products, policies, procedures, fees, and account information clearly and accurately.
• Support members with products and services such as:
• Checking and savings/deposit accounts
• Consumer loans
• Credit cards
• Mortgages and home equity products
• Certificates and retirement accounts
• Debit and ATM cards
• Direct deposit and payroll deduction
• Bill pay and online banking
• Research and resolve account-related questions or service issues.
• Escalate complex, sensitive, or higher-risk matters to the appropriate department when necessary.
• Maintain professionalism and composure when assisting members with sensitive financial concerns.

- Financial Products & Member Solutions

• Understand each member's financial needs and recommend appropriate products or services.
• Educate members on available banking, lending, insurance, and digital financial solutions.
• Identify opportunities to deepen member relationships through consultative, needs-based conversations.
• Provide accurate information so members can make informed financial decisions.

- Contact Center Performance

• Meet established individual and team performance expectations.
• Maintain appropriate call availability, productivity, handle time, and service levels.
• Document member interactions accurately in internal systems.
• Manage multiple requests and priorities while maintaining attention to detail and accuracy.

- Compliance & Confidentiality

• Handle confidential financial and personally identifiable information with a high level of discretion.
• Follow established identity verification, privacy, security, and internal procedures.
• Maintain compliance with applicable Bank Secrecy Act (BSA) requirements and complete required training.
• Follow organizational policies and regulatory requirements when accessing or discussing member accounts.
• Required QualificationsBilingual English and Spanish – required.
• High school diploma or equivalent.
• 1–3 years of customer service experience in financial services, preferrably within:
• Banking
• Credit cards
• Mortgage or loan servicing
• Fintech or other financial institutions
• Experience assisting customers with financial accounts, transactions, payments, loans, credit products, or banking services.
• Experience handling sensitive customer and financial information.
• Strong verbal communication skills and the ability to explain financial information clearly.
• Comfortable working in a phone-based, high-volume customer service environment.
• Strong problem-solving skills with the ability to research information and provide accurate answers.

At ttg, “We believe in making a difference, One Person at a Time.”