Description:
As a Bilingual Member Care Associate, you will deliver outstanding, professional service through phone and video interactions in a high-volume contact center. You’ll assist members with account inquiries, transactions, and product information while building strong relationships that drive satisfaction and loyalty.
What You’ll Do:
-
Provide prompt, friendly, and accurate support for inbound and outbound member calls in both English and Spanish
-
Assist with account inquiries, maintenance, and transactions while ensuring accuracy and efficiency
-
Build relationships with members by identifying needs and recommending relevant financial products and services
-
Deliver a seamless member experience by resolving issues and ensuring first-call resolution whenever possible
-
Navigate multiple systems and tools to support member requests effectively
-
Maintain up-to-date knowledge of products, services, policies, and regulatory requirements
-
Protect member accounts by following security procedures and identifying potential fraud
-
Handle escalated concerns with professionalism and collaborate with team members when needed
-
Contribute to individual and team performance goals
You’ll play a key role in creating positive, lasting impressions and helping members feel confident in every interaction.
Requirements:
What We’re Looking For:
Education & Experience:
-
High school diploma or GED required
-
1–3 years of call center experience OR 2–3 years of customer service experience in a service-focused environment
-
Fluency in English and Spanish (both spoken and written)
Skills & Abilities:
-
Strong communication skills with a consistently positive and professional phone presence
-
Ability to work efficiently in a fast-paced, high-volume environment
-
Attention to detail and accuracy in handling transactions and member information
-
Solid math skills and ability to reconcile account details
-
Proficiency with computers, web browsers, email, and standard business applications
-
Familiarity with online and mobile banking platforms
-
Ability to adapt to changing processes, systems, and business needs
What Sets You Apart:
-
A passion for helping others and delivering exceptional service
-
Strong problem-solving skills and the ability to think on your feet
-
A collaborative mindset and a commitment to team success
-
Personal values that align with being happy, helpful, honest, humble, and driven
Location: Flexible (Onsite or Hybrid Remote based on business needs)
Schedule: Monday–Friday (8:00 AM – 6:00 PM) + rotating Saturdays (9:00 AM – 4:00 PM)
Building tomorrow starts with you!
At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.
Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.
