Bilingual Member Contact Specialist - Tyler West Office - Tyler TX

Altra Federal Credit Union is committed to providing exceptional service and meaningful support to its members. They are seeking a Bilingual Member Contact Specialist who will play a vital role in connecting with members, addressing inquiries, and ensuring satisfaction while upholding the organization's service standards.

Responsibilities

• Respond to member inquiries promptly via telephone, email, fax, and live chat, ensuring a positive member experience
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiries
• Proactively identify and address members’ needs, escalating issues when necessary
• Accurately document member interactions in the CRM system
• Meet or exceed performance metrics, including response time, quality, and member satisfaction
• Model Altra’s service standards of being friendly and outgoing, non-judgmental, focused, trustworthy, and confident
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise

Skills

• High school diploma (or equivalent) required
• Fluent in English and Spanish, with strong verbal and written skills in both, required
• 1+ year of customer service or member support experience is required, preferably in a call center / contact Center
• Excellent communication and interpersonal skills
• Strong problem-solving skills and multitasking abilities
• A positive attitude and commitment to providing excellent service, in a fast-paced environment
• Ability to handle a variety of member inquiries with patience and resilience
• Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred

Benefits

• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% Employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

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