Customer Service Representative (Bilingual required)

Job Description

Job Description

Job Title: Contact Center Support Services Representative I (Bilingual - Spanish and English) – Multiple Openings

Location: Fairfax, VA – On-Site

Duration: 4-Month Contract (with potential for extension or permanent hire)

Pay Rate: $23.00 per hour

Number of Openings: 2-3 positions

Schedule & Hours:

• Full-time, on-site Monday through Friday, 9:30 AM – 6:00 PM
• Availability required for 2 Saturdays per month (every other Saturday), working remotely from 9:00 AM – 1:00 PM during those days
• Training sessions: Orientation (paid) starting July 9th (8:15 AM – 11:00 AM) at Fairfax location, followed by call center training beginning July 13th

Interview Process:
Candidates must complete assessments—including a Spanish bilingual assessment—prior to submission. Successful candidates will also pass a background and credit check, including fingerprinting.

Why Join Us?

Be part of a dynamic, high-volume support team at a reputable financial cooperative. This role offers valuable experience in customer service within a fast-paced environment, with opportunities for growth within the credit union. Gain skills in handling member inquiries, processing transactions, and recommending financial solutions, all while working in a supportive team environment.

Role Overview:

As a Contact Center Support Services Representative I, you will be the first point of contact for our members, providing exceptional service through phone and digital channels. Your goal is to resolve inquiries efficiently, accurately, and with empathy, ensuring a positive member experience. Whether answering questions about accounts, processing transactions, or offering financial guidance, you will embody our core principles of teamwork, purpose-driven service, continuous challenge, and ownership.

Key Responsibilities:

• Member Communication (50%) : Handle high-volume inbound calls in a courteous, professional manner. Provide accurate information on products, services, policies, and procedures. Employ sound judgment and empathy to resolve member concerns and achieve first contact resolution whenever possible. Follow identity verification and fraud prevention protocols to protect member data.
• Member Records Management (20%) : Accurately update and maintain member information within our digital systems, ensuring completeness and compliance. Follow up proactively to resolve discrepancies and verify information for a seamless experience.
• Loan Servicing (15%) : Assist members with loan-related inquiries, including payment processing, balance inquiries, payoff statements, and balance transfers. Ensure all actions comply with relevant regulations and policies.
• Financial Solutions Recommendations (5%) : Engage members in conversations to identify their needs and recommend appropriate credit union products and services that help meet their financial goals. Demonstrate strong communication and consultative skills.
• Administrative Support (5%) : Perform additional member support and administrative tasks as assigned by management to ensure smooth operations.

Qualifications & Skills:

• Experience: Minimum one year in a customer service, contact center, or financial institution setting preferred; not mandatory.
• Education: High school diploma or GED equivalent.
• Language: Bilingual proficiency in Spanish and English (assessment required).
• Interpersonal Skills: Demonstrated empathy, professionalism, and excellent communication skills.
• Technical Skills: Proficient in using CRM systems, Microsoft Office applications, and digital tools. Comfortable navigating multiple screens and digital platforms.
• Problem-Solving: Strong analytical skills to assess and resolve member issues effectively.
• Multitasking: Ability to handle a high volume of calls, manage multiple tasks, and adapt quickly to changing priorities.
• Compliance: Knowledge of banking operations, federal regulations, and internal policies.
• Physical Requirements: Ability to lift up to 25 pounds and operate standard office equipment.

What We Offer:

• Paid training to prepare you for success in your role
• Competitive hourly pay
• Opportunity to develop valuable customer service experience
• Supportive team environment with potential pathways to permanent employment or career advancement

Note:

Candidates must be able to work on-site in Fairfax and have reliable transportation.

Ready to Make a Difference?
Apply today to join our team of dedicated support professionals committed to serving members with purpose and professionalism!