Bilingual Member Contact Specialist - Tyler TX

Altra Federal Credit Union is committed to providing exceptional service and meaningful support to our members. We believe in fostering a positive, people-centered workplace where every team member has the opportunity to grow and make a difference. We are currently hiring a Bilingual Member Contact Specialist for our Member Contact Center in our Tyler West office in Tyler TX.

The Bilingual Member Contact Specialist plays a vital role in connecting with our members and ensuring their needs are met promptly and professionally. This position requires fluency in both English and Spanish to provide high-quality service to our diverse member community. This fast-paced role is responsible for addressing member inquiries, resolving issues, and ensuring member satisfaction while upholding the values and service standards of Altra!

Key Responsibilities

• Respond to member inquiries in English and Spanish 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.

Qualifications

• 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.
• Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred.
• 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.

Availability

• This position is 40- hours a week, Monday through Friday.
• Hours are based on shifts between the operating hours of 7:30 a.m. to 5:30 p.m. CST. Shifts are based on department seniority and preferences.

Work Environment

• Our Bilingual Member Contact Center is located in Tyler, TX, however, work from home / remote opportunities can be considered for those candidates who live within Altra's approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI.
• Bilingual Member Contact Specialists require the ability to sit or stand at a desk for long periods of time, while having the ability speak, hear, and communicate with others, while taking inbound and outbound calls (on average 60-80 calls per day).

Pay and Benefits

• Hourly pay starting at $19.00 per hour ($18.00 base plus $1 MCC premium)
• Plus, incentive pay as earned; anywhere between $5 and $400 per month.
• When bilingual in Spanish or Hmong, receive a $1.00 / hour pay premium after completing and passing the language exam.
• 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.

At Altra Federal Credit Union, you'll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact in the lives of others. By joining Altra, you'll not only gain the opportunity to build meaningful relationships with members and coworkers, but you'll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.

Altra is proud to be a Great Place to Work certified company seven years in a row; 92% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.

High School or GED (required)

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