Member Experience Representative

ttg Talent Solutions; Miami (FL); On-site; USD 27,000 - 38,000; Full time

Benefits offered by this job

Pension plan

Job summary

ttg Talent Solutions seeks a Member Experience Representative for an on-site role in Miami, FL. You will be the voice of the credit union, handling inbound and outbound member interactions, resolving account issues, and guiding members toward suitable financial products.

Requirements include bilingual English and Spanish, 1–3 years in customer service, and a high school diploma. The role emphasizes empathy, accuracy, and compliance with BSA policies.

Qualifications

• Bilingual in English and Spanish is required.
• 1–3 years of customer-facing experience, preferably in financial services.
• High school diploma or equivalent required.

Responsibilities

• Deliver consistent, high-quality service on inbound and outbound calls.
• Handle inquiries across the full product suite and resolve account issues.
• Escalate complex or sensitive matters appropriately with professionalism.
• Communicate clearly and professionally with members and non-members.

Skills

Bilingual English/Spanish

Customer-facing experience

Education

High school diploma or equivalent

Job description

Member Experience Representative - Contact Center

On-Site

Bilingual in both English and Spanish is a MUST

$23.50 - Offers Pension Plan and other excellent benefits

Miami, Florida

About the Role

This is a front-line contact center position at a federally insured financial cooperative serving a large,

diverse membership base. The Member Experience Representative (MER) is the voice of the

organization — the person members turn to when they need answers, solutions, and guidance on

their financial lives. If you lead with empathy, stay calm under pressure, and genuinely enjoy helping

people navigate financial decisions, this role was built for you.

The MER handles a full spectrum of inbound and outbound member interactions, resolves account-

related issues, and thoughtfully introduces members to products and services that fit their actual

needs. This is not a hard-sell environment — it is a relationship-first culture where doing right by the

member is the standard.

What You Will Do

• Deliver consistent, high-quality service to current and prospective members across inbound and outbound calls
• Handle inquiries across the full product suite: deposit accounts, consumer loans, credit cards, mortgages, home equity products, share certificates, retirement accounts, bill pay, online banking, direct deposit, payroll deduction, and debit/ATM cards
• Resolve member service issues with professionalism and efficiency; escalat complex or sensitive matters appropriately
• Communicate with members and non-members in a friendly, clear, and professional manner regardless of call complexity or emotional tone

Cross-Selling & Member Growth

• Identify opportunities to introduce members to relevant products and services — including insurance and lending solutions — based on their individual financial situations
• Contribute to expanding the membership base through consultative, needs-based conversations

Productivity & Compliance

• Consistently meet or exceed individual and team contact center performance goals, including metrics related to call volume, availability, handle time, and service levels
• Maintain full compliance with Bank Secrecy Act (BSA) regulations and complete all required BSA training
• Complete special projects and additional duties as assigned by leadership

What You Bring

Experience

• Bilingual in English and Spanish
• 1 to 3 years of experience in a customer-facing role, preferably in financial services, contact center operations, or a related service environment

Education

• High school diploma or equivalent required

Interpersonal Skills

• A high degree of trust, credibility, and discretion — you will regularly handle sensitive financial and personal information
• Ability to motivate, educate, and advise members and colleagues on matters that carry real weight in people's lives
• Comfortable communicating across all levels, from individual members to internal subject matter experts and managers
• Culturally aware and able to engage respectfully and effectively with a diverse membership community

Work Environment & Physical Requirements

• Primarily sedentary, indoor, climate-controlled shared workspace
• Routine computer use averaging 6 to 8 hours per day
• Occasional lifting of up to 10 lbs; ability to navigate stairs in emergency situations
• Standard office equipment operation: computer, phone, copier, calculator
• Must be available for extended hours or off-site work when requested
• Regular, reliable, and punctual attendance is essential

Mental & Emotional Requirements

• Able to work independently or collaboratively with minimal supervision
• Capable of managing multiple simultaneous priorities under deadline pressure while maintaining accuracy and composure
• Strong verbal communication skills with the ability to convey information clearly and logically
• Exercises the highest level of discretion on confidential internal and external matters
• Performs basic mathematical calculations and demonstrates solid written comprehension skills