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S3, also known as Shared Service Solutions, is a specialized consulting firm that provides regulatory, compliance, and quality assurance services in different i
Member Service Representative, Bilingual
Location
New York
Posted
15 days ago
Salary
$41.9K - $62.9K / year
Seniority
Senior
Job Description
Member Service Representative, Bilingual
S3 - Shared Service Solutions
• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for both English and Spanish speaking member and non-member callers • Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems • Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution • Support specialized digital, card, or loan queues and process related transactions with speed and accuracy • Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines • Maintains knowledge of current department policies and procedures by monitoring updates and communications.
Job Requirements
- Bilingual in English/Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred)
- 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered
- Experience involving direct customer engagement or relationship management is required
- Banking and/or Fraud experience preferred
- Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus
- Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus
- Proven ability to meet performance goals
- Strong de-escalation skills, including clear documentation and appropriate handoffs
- Ability to work independently, prioritize tasks, and maintain productivity
- Excellent verbal and written communication skills
- Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance
- Highly organized and detail oriented
- Strong time-management skills
- Works well in a structured, procedure-driven environment
Benefits
- Medical, dental, and vision insurance
- Paid time off (PTO) starting at 20 days in your first year
- Up to 11 paid holidays per year
- 401(k) with employer match and discretionary contribution
- Employee referral program
- Employee assistance program (EAP)
- Health & wellness program
- Life and AD&D Insurance
- Accidental Injury, Critical Illness and Hospital Care Insurance
- Peer-to-peer recognition program
- Employee Discount Program
- Fully remote (work from home)
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