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Member Service Representative- Bilingual

The bilingual Member Service Representative (MSR) will be part of our talented fully remote Contact Center team. The bilingual Member Service Representative is trained to answer phone calls within all queues and assist both English and Spanish speaking callers with questions and requests regarding membership, banking products, services, and rates while seeking to exceed member expectations with every interaction. The bilingual Member Service Representative will also assist Spanish speaking callers when escalating or transferring to other queues or departments as needed to ensure service issues are resolved. This role requires strong technical proficiency and the ability to navigate multiple platforms simultaneously (phone system, account servicing tools, and web-based applications) while accurately documenting interactions.

We pride ourselves on delivering world class service in a collaborative and supportive team environment. Our success is dependent upon employees who are self-motivated, dependable, adaptable, team oriented, and member focused, with the ability to work independently, manage competing priorities, and professionally handle escalations.

S3 STAR Values:

• Service
• Teamwork
• Attitude
• Results

Department: Contact Center

Reports to: Manager, Contact Center

Location: Remote

TOP JOB RESPONSIBILITIES:

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for for both English and Spanish speaking member and non-member callers.
• Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems. Meet quality, schedule adherence, and productivity expectations, queue-based contact center
• Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution.
• Support specialized digital, card, or loan queues and process related transactions with speed and accuracy.

Other responsibilities and opportunities:

• Complete additional job-related projects and perform other duties as assigned by management.
• Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines.
• Maintains knowledge of current department policies and procedures by monitoring updates and communications.

QUALIFICATIONS & SKILLS:

• Bilingual in English/Spanish (conversational Spanish with knowledge of basic banking/financial terminology is preferred).
• 5 years of work experience or a combination of relevant professional experience and education (Associate's Degree or higher) or applicable certifications may be considered.
• Experience involving direct customer engagement or relationship management is required.
• Banking and/or Fraud experience preferred.
• Previous experience as a team leader/mentor/coach/trainer/supervisor is a plus.
• Experience using Microsoft Teams, Outlook, CRM platforms and the ability to navigate multiple systems and applications simultaneously preferred, dual monitors are a plus
• Proven ability to meet performance goals.
• Strong de-escalation skills, including clear documentation and appropriate handoffs.
• Ability to work independently, prioritize tasks, and maintain productivity.
• Excellent verbal and written communication skills.
• Comfortable in a fast-paced, high-volume environment while maintaining accuracy, professionalism, and compliance.
• Highly organized and detail oriented.
• Strong time-management skills.
• Works well in a structured, procedure-driven environment.

FLSA: Nonexempt

PERKS AND BENEFITS:

• Medical, dental, and vision insurance
• Paid time off (PTO) starting at 20 days in your first year
• Up to 11 paid holidays per year
• 401(k) with employer match and discretionary contribution
• Employee referral program
• Employee assistance program (EAP)
• Health & wellness program
• Life and AD&D Insurance
• Accidental Injury, Critical Illness and Hospital Care Insurance
• Peer-to-peer recognition program
• Employee Discount Program
• Fully remote (work from home)

About S3:

As a credit union service organization (CUSO), S3 collaborates with our partner credit unions (SECU of Maryland, Fourleaf Federal Credit Union, & Bellco Credit Union) to offer high quality operational solutions and support. We provide exceptional member service through our dedicated contact center, ensuring every interaction is handled with care, professionalism, and efficiency. We’re committed to equipping our partners to focus on what matters most— securing the futures of their members.

S3 has been recognized as a Top Workplace for the past five years, earning honors through USA TODAY, Newsweek, and The Baltimore Sun. This recognition reflects our commitment to our STAR values -service, teamwork, a positive attitude, and results- with Leadership that helps us deliver world-class support for our credit union partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success.

Salary Range

Grade 15: Min $41,920 Mid $52,400 Max $62,881

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.”

ADA Statement & Requirements

S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations.

Work Environment- This position operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filling cabinets and fax machines.

Cognitive Requirements-

Constantly: Compile, copy and compare information; Analyze and compute information. Problem solving and critical thinking; Exercise good judgement/reasoning and resourcefully solve routine problems; Organize and handle multiple tasks and prioritize; Handle confidential/sensitive information; Exhibit excellent customer service skills

Occasionally: Perform basic mathematical computations

Physical Requirements-

Constantly: Sit- Remaining in a seated position for long periods of time; Use hands/fingers for repetitive keyboard & hand motion; Speak coherently

Emotional Effort- Frequent short deadlines. Work environment hectic with continual periods of high stress.

Internal/External Interaction- Steady and ongoing with occasional periods of low volum