Bilingual Member Experience Associate

Desert Financial Credit Union; Phoenix (AZ); On-site; USD 34,000 - 43,000; Full time

Job summary

Desert Financial Credit Union in Phoenix is seeking a Member Experience Associate I to handle member inquiries about accounts and general banking via phone, delivering world-class service through clear communication and problem solving.

The role requires active listening, the ability to navigate multiple systems, educate members on products, and maintain confidentiality while keeping a calm and patient demeanor amid busy queues.

Qualifications

• 1+ years customer service experience.
• 1+ years experience in a contact center.
• 1+ years Financial services experience.
• Ability to provide outstanding customer service and assistance interacting with customers in both a service and sales environment over the phone.
• Demonstrated ability to manage emotional and high-pressure situations in a calm and steady manner.
• Excellent communication, both written and verbal, as well as listening skills.
• Ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems.
• Demonstrated comfort and competency with technology and easily navigating between multiple systems.

Responsibilities

• Answer and resolve member inquiries regarding account maintenance and general banking matters, via phone.
• Demonstrate world class service through effective communication and product knowledge.
• Navigate between systems and educate members on products/services to enhance the member experience.
• Create and maintain documentation to manage and/or close calls; escalate when needed.
• Protect confidential information and educate members on fraud awareness and phishing awareness.
• Participate in team meetings and ongoing training.
• Perform other job-related duties as assigned.

Skills

Customer service excellence

Communication skills

Empathy

Typing

Multi-system navigation

Education

High School Diploma or GED

Job description

Desert Financial Credit Union in Phoenix is seeking a Member Experience Associate I to handle member inquiries about accounts and general banking via phone, delivering world-class service through clear communication and problem solving.

The role requires active listening, the ability to navigate multiple systems, educate members on products, and maintain confidentiality while keeping a calm and patient demeanor amid busy queues.