Bilingual Member Experience & Engagement Associate

Desert-Financial-Credit-Union; Phoenix (AZ); On-site; USD 38,000 - 52,000; Full time

Job summary

Desert Financial Credit Union is seeking a Member Engagement Associate I to answer and resolve member inquiries about accounts and general banking matters over the phone. You will deliver world-class service through excellent listening, clear communication, and product knowledge, while maintaining confidentiality and safeguarding against fraud.

The role requires schedule flexibility and prior contact center or financial services experience.

Qualifications

• High School Diploma or GED required.
• 1+ years customer service experience required.
• 1+ years experience in a contact center preferred.
• Ability to provide outstanding customer service over the phone in a service and sales environment.
• Demonstrated ability to manage emotional and high-pressure situations calmly.

Responsibilities

• Answer and resolve member inquiries regarding account maintenance and general banking matters via phone.
• Demonstrate excellent listening and communicate clearly across channels to verify resolution.
• Navigate multiple systems to access member information and provide appropriate solutions.
• Educate members on products and services to enhance their experience.
• Create documentation and transfer requests as needed; escalate when necessary.
• Maintain confidentiality and educate members on fraud prevention and phishing awareness.

Skills

Customer service

Active listening

Communication skills

Problem solving

Phone support

Multisystem navigation

Education

High School Diploma or GED

Job description

Desert Financial Credit Union is seeking a Member Engagement Associate I to answer and resolve member inquiries about accounts and general banking matters over the phone. You will deliver world-class service through excellent listening, clear communication, and product knowledge, while maintaining confidentiality and safeguarding against fraud.

The role requires schedule flexibility and prior contact center or financial services experience.