The Bilingual Spanish Member Experience Team delivers effective and engaging sales and service experiences through voice, text, and video channels. Supports Spanish speaking members by resolving a wide range of service requests and working to proactively address issues and prevent the need for future interactions. Uses consultative selling to identify and present members products and services to serve their needs while fostering long-term member relationships. Assists members and potential members through application processes and ensures successful member product & service adoption. Successfully works in a fast-paced environment while continuously learning & adapting to change. Works professionally and collaboratively toward improving members financial futures.
Essential Duties and Responsibilities:
Foundational Responsibilities (Performed Upon Initial Proficiency):
These responsibilities form the core of the role and are introduced early in onboarding. Employees are expected to perform these independently after receiving appropriate training and demonstrating readiness.
- Responds to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, account openings, and digital banking support.
- Resolves member service requests promptly through first call resolution as well as by using effective communications with operations and other teams via the Customer Relationship Management Platform (CRM).
- Performs outbound communications for case follow-up.
- Performs transactions with attention to detail to ensure service quality and fraud prevention.
- Reviews member financial needs and provides product & service recommendations through consultative selling. Educates members on Langley products and services. Offers recommendations to improve member financial well-being.
- Supports members and potential members in successfully applying for products & services. Works to ensure smooth onboarding and adoption of products and services.
- Provides a smooth handoff to Mortgage, Insurance and Wealth Management teams through effective use of referrals as needed.
- Documents all interactions using the CRM platform.
- Ensures compliance with Federal Regulations and Credit Union policies and procedures.
- Fosters teamwork and demonstrates strong communication skills.
- Adheres to contact center service level standards including answer time, handle time, and member satisfaction, to ensure timely handling of customer inquiries.
- Meets or exceeds contact center sales level standards through effective product recommendations and guided conversations.
Advanced Responsibilities (After Demonstrated Proficiency)
These responsibilities reflect deeper knowledge, broader skill sets, or expanded access due to increased trust, risk exposure, or leadership capacity. These duties may be added based on performance, training completion, and business need:
- Provide member support through additional channels such as web chat, SMS, secure messaging, and video service.
- Provide member support in English and Spanish.
- Provide mentoring to team members, assisting with development of job knowledge and skills.
- Provide advanced support of new membership processes.
- Perform additional high-risk transactions with attention to detail to ensure service quality and fraud prevention.
- Perform outbound communications for business development.
- Analyze fraud deterrent tool outputs and decision applications across digital channels.
- Assist with escalated digital banking and fraud situations.
- Contribute to continuous improvement initiatives and cross-functional collaboration.
Qualifications:
- Associate degree or equivalent experience in sales, service, and/or financial services.
- Sales & service experience in a financial institution’s contact center or branch strongly preferred.
- Strong verbal and written communication skills and ability to adapt in a fast-paced environment.
- Proficiency with CRM platforms and financial services tools preferred.
Our Keys to Success:
- Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
- Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
- Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
- Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
- Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
