Bilingual Digital Banking Support Agent

Self-Help Credit Union; Hendersonville (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Self-Help Credit Union in Hendersonville, NC, seeks a compassionate Member Support specialist to assist members via digital channels and phone in English and Spanish. You will handle account questions, process applications, and troubleshoot issues with online banking, while upholding the credit union's mission and service standards.

Applicants should have at least 3 years' customer service experience and strong communication, with willingness to travel to NC locations as needed.

Qualifications

• 3 years’ experience in customer service in a call center or retail operations environment.
• English and Spanish fluency preferred.
• Proficient in Microsoft Office applications and able to learn new software quickly.
• Strong communication, active listening, and professional attitude.

Responsibilities

• Respond to member questions and service requests in English or Spanish via digital channels.
• Process online membership and product applications.
• Open and close Health Savings Accounts.
• Troubleshoot online banking and mobile app issues and escalate as needed.
• Provide technical support for Mitel Contact Center protocols and related tools.
• Meet key performance indicators and maintain service levels.
• Travel to other NC locations for coverage and training.
• Perform other duties as assigned.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Microsoft Office

Time management

Education

High School diploma or equivalent

Tools

Mitel Phone Systems

Outlook

Excel

Job description

Self-Help Credit Union in Hendersonville, NC, seeks a compassionate Member Support specialist to assist members via digital channels and phone in English and Spanish. You will handle account questions, process applications, and troubleshoot issues with online banking, while upholding the credit union's mission and service standards.

Applicants should have at least 3 years' customer service experience and strong communication, with willingness to travel to NC locations as needed.