Member Experience Representative – Financial Services Contact Center

ttg Talent Solutions; Miami (FL); Sur place; USD 59 237 000 - 74 390 000; Plein temps

Résumé du poste

ttg Talent Solutions is seeking a bilingual Member Experience Representative for an on-site financial services contact center in Miami. You will handle member inquiries, guide customers through accounts and transactions, and explain banking products and policies with accuracy.

The role requires 1–3 years of customer service experience in financial services, strong communication skills, and the ability to work in a high-volume phone environment. This is an on-site position in Miami, FL.

Qualifications

• Bilingual English and Spanish – required.
• 1–3 years of customer service experience in financial services.
• High school diploma or equivalent.
• Experience handling sensitive customer and financial information.
• Strong verbal communication skills and the ability to explain financial information clearly.
• Comfortable working in a phone-based, high-volume customer service environment.

Responsabilités

• Handle inbound and outbound calls from current and prospective members.
• Assist members with questions regarding their accounts, transactions, payments, balances, and financial services.
• Explain financial products, policies, procedures, fees, and account information clearly and accurately.
• Support members with products and services such as checking/savings, loans, credit cards, mortgages, and more.
• Research and resolve account-related questions or service issues; escalate complex matters as needed.

Connaissances

Bilingual English/Spanish

Customer service experience

Financial services familiarity

Strong verbal communication

Formation

High school diploma

Description du poste

Member Experience Representative – Financial Services Contact Center

Location: Miami, FL 33172

Work Arrangement: On-Site

Pay Rate: $23.50/hour

About the Role

We are seeking a bilingual Member Experience Representative with previous customer service experience in banking, credit unions, lending, or financial services to join an on-site Contact Center team in Miami.

This is a front-line member service position within a federally insured financial cooperative serving a diverse membership base. You will assist members with questions regarding their accounts, financial products, transactions, and digital banking services while providing accurate information and resolving issues efficiently.

Key Responsibilities

• Handle inbound and outbound calls from current and prospective members.
• Assist members with questions regarding their accounts, transactions, payments, balances, and financial services.
• Explain financial products, policies, procedures, fees, and account information clearly and accurately.
• Support members with products and services such as:
• Checking and savings/deposit accounts
• Consumer loans
• Credit cards
• Mortgages and home equity products
• Certificates and retirement accounts
• Debit and ATM cards
• Direct deposit and payroll deduction
• Bill pay and online banking
• Research and resolve account-related questions or service issues.
• Escalate complex, sensitive, or higher-risk matters to the appropriate department when necessary.
• Maintain professionalism and composure when assisting members with sensitive financial concerns.

Financial Products & Member Solutions

• Understand each member's financial needs and recommend appropriate products or services.
• Educate members on available banking, lending, insurance, and digital financial solutions.
• Identify opportunities to deepen member relationships through consultative, needs-based conversations.
• Provide accurate information so members can make informed financial decisions.

Contact Center Performance

• Meet established individual and team performance expectations.
• Maintain appropriate call availability, productivity, handle time, and service levels.
• Document member interactions accurately in internal systems.
• Manage multiple requests and priorities while maintaining attention to detail and accuracy.

Compliance & Confidentiality

• Handle confidential financial and personally identifiable information with a high level of discretion.
• Follow established identity verification, privacy, security, and internal procedures.
• Maintain compliance with applicable Bank Secrecy Act (BSA) requirements and complete required training.
• Follow organizational policies and regulatory requirements when accessing or discussing member accounts.
• Required QualificationsBilingual English and Spanish – required.
• High school diploma or equivalent.
• 1–3 years of customer service experience in financial services, preferably within:
• Banking
• Credit cards
• Mortgage or loan servicing
• Fintech or other financial institutions
• Experience assisting customers with financial accounts, transactions, payments, loans, credit products, or banking services.
• Experience handling sensitive customer and financial information.
• Strong verbal communication skills and the ability to explain financial information clearly.
• Comfortable working in a phone-based, high-volume customer service environment.
• Strong problem-solving skills with the ability to research information and provide accurate answers.

At ttg, “We believe in making a difference, One Person at a Time.”