Remote Member Support Specialist

Bay Federal Credit Union; Capitola (CA); Remote; USD 30,000 - 32,000; Full time

Benefits offered by this job

401(k) Matching

Annual Bonus Eligibility

Health Coverage That Cares

Employee Assistance Program

Wellness Program

Rocket Lawyer Legal Services

Pet Insurance

Aflac supplemental plans

Hybrid Work Environment

Job summary

Bay Federal Credit Union is seeking a full-time remote Contact Center Support Representative to assist members by phone, email, and chat, delivering accurate information and guiding them to the right products. Open new accounts with care, resolve issues promptly, and coordinate with internal teams to ensure excellent member experiences in a fast-paced environment.

A high school diploma and at least one year in banking call center required; bilingual Spanish a plus.

Qualifications

• High school diploma or equivalent.
• At least 1 year of call center experience in a banking/financial environment.
• Strong customer service skills and best practices.
• Ability to manage risk related to electronic banking systems and services.
• Quick grasp of new software, especially digital banking tools.
• Ability to multitask in a fast-paced, high-volume setting.
• Proficient in Microsoft Office; comfortable with web-based applications.
• Spanish or bilingual skills are a plus.

Responsibilities

• Deliver outstanding service through inbound/outbound calls, emails, and chats with accurate information on Bay Federal’s products, services, and digital tools.
• Promote Bay Federal professionally while fostering a collaborative team environment.
• Educate and guide members on Credit Union products, including electronic banking tools.
• Accurately update member accounts and process requests through electronic channels.
• Meet or exceed individual performance goals while managing risk and making sound service decisions.
• Identify, investigate, and resolve member concerns by working with internal teams.
• Participate in team meetings and training for continuous learning and service improvements.

Skills

Customer service

Call center experience

Banking/financial environment

Digital banking tools

Microsoft Office

Bilingual Spanish

Education

High school diploma or equivalent

Tools

BayFedOnline

BillPay

BayPhone

Web-based applications

Job description

Bay Federal Credit Union is seeking a full-time remote Contact Center Support Representative to assist members by phone, email, and chat, delivering accurate information and guiding them to the right products. Open new accounts with care, resolve issues promptly, and coordinate with internal teams to ensure excellent member experiences in a fast-paced environment.

A high school diploma and at least one year in banking call center required; bilingual Spanish a plus.