Bilingual Member Experience Agent

Resource One Credit Union; Dallas (TX); On-site; USD 33,000 - 46,000; Full time

Job summary

Resource One Credit Union in Dallas, TX, is seeking a Contact Center Agent to serve as the first point of contact for members via phone and digital channels. You will deliver accurate information, resolve issues, and promote our products and services while upholding confidentiality and compliance.

The ideal candidate is empathetic, solution-oriented, bilingual in Spanish, with at least 1 year in a customer service role.

Qualifications

• High school diploma or equivalent.
• Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.).
• Bilingual (Spanish) required or preferred.

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 confidentiality and compliance.
• Cross-sell appropriate financial products and services to deepen member relationships.
• 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.

Skills

Customer service

Communication

Active listening

Empathy

Multitasking

Education

High school diploma or equivalent

Tools

CRM

Multi-line phone systems

Job description

Resource One Credit Union in Dallas, TX, is seeking a Contact Center Agent to serve as the first point of contact for members via phone and digital channels. You will deliver accurate information, resolve issues, and promote our products and services while upholding confidentiality and compliance.

The ideal candidate is empathetic, solution-oriented, bilingual in Spanish, with at least 1 year in a customer service role.