Bilingual (English/Spanish) Call Center Specialist I

LMCU; Grand Rapids (MI); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Weekly pay

Comprehensive health coverage

Paid parental leave

Tuition reimbursement

Job summary

A leading credit union in Grand Rapids is looking for Call Center Specialists to provide exceptional service to members over the phone. You will assist with inquiries, resolve issues, and leverage your bilingual skills in English and Spanish to enhance member experiences. The role encourages personal development and recognizes hard work through various rewards. Competitive benefits include health coverage and tuition reimbursement, supporting your journey both personally and professionally.

Qualifications

• Passion for customer service and problem solving.
• Ability to take ownership of solutions.
• Must complete telephone-based language proficiency assessment.

Responsibilities

• Assist members and potential members with telephone requests.
• Serve as an on-call interpreter for Spanish language support.
• Identify opportunities to cross-sell products.
• Collaborate with other departments to resolve member issues.
• Prevent fraud by correctly identifying members.

Skills

Customer service

Problem solving

Fluent in English

Fluent in Spanish

Job description

General Information

• Primary Location: 5537 Glenwood
• Employee Status: Full-Time
• Workplace Type: Fully On-Site
• Available Shifts: 8:00AM - 4:30PM | 10:30AM - 6:30PM

Who we are

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position

LMCU is currently looking for Call Center Specialists to join our team. You’ll be supported by our Call Center Managers, Team Leaders and Trainers to use your skills to assist members and potential members with their telephone requests. This is an exciting opportunity to positively impact our members and be a part of an organization with an unmatched culture.

What you’ll do

• Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Serve as an on-call interpreter for the assigned location and internal departments requiring Spanish language member-facing support, including assisting with member meetings and transactions, explaining financial products and services, resolving language-related issues, and clarifying policies to enhance communication and member experience.
• Identifies opportunities to cross sell products and services based on member needs. Articulate the features and benefits of products to callers.
• Collaborate with other departments to resolve member issues when necessary.
• Prevents fraud by correctly identifying members using call identification procedures. Report any suspicious activities or potential security breaches to the appropriate personnel.
• Identify and report any data discrepancies regarding member account information to management.
• Actively participate in employee-led coaching sessions with supervisors, while taking ownership of personal coaching goals.
• Performs other related duties as assigned.

Your New Environment

Our Call Center is the best of both worlds, fun and functional. Our Specialists have their own space and have the option to sit or stand throughout the day. We empower Specialists to be in charge of their development with monthly employee led coaching. We love to recognize hard work, success, and growth with employee of the week, employee of the month, and fun Fridays. A paid 4 to 6 week training is provided upon hire to ensure that all Specialists are equipped with the knowledge and tools needed to meet their full potential.

You’ll Like This Position If You Are…

Someone who has passion for customer service, problem solving, and being able to take ownership of solutions. Our Call Center Specialists are able to make a positive impact on our members, processing their transactions from start to finish and ensuring the safe and sound fulfillment of their financial needs. Proficiency in spoken English and Spanish, with the ability to interpret between multiple parties. Candidates must complete a telephone-based language proficiency assessment during the application process.

What you’ll get

• All Employees: weekly pay and retirement savings options.
• Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

Have additional questions about the role?

Email the Talent Acquisition Team at: [e-mail].

If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to 5664 Prairie Creek Drive, Caledonia, MI 49316.

LMCU is an Equal Opportunity Employer