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.ResponsibilitiesRespond to member inquiries promptly via telephone, email, fax, and live chat, ensuring a positive member experienceEngage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiriesProactively identify and address members’ needs, escalating issues when necessaryAccurately document member interactions in the CRM systemMeet or exceed performance metrics, including response time, quality, and member satisfactionModel Altra’s service standards of being friendly and outgoing, non-judgmental, focused, trustworthy, and confidentAbility to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they ariseSkillsHigh school diploma (or equivalent) requiredFluent in English and Spanish, with strong verbal and written skills in both, required1+ year of customer service or member support experience is required, preferably in a call center / contact CenterExcellent communication and interpersonal skillsStrong problem-solving skills and multitasking abilitiesA positive attitude and commitment to providing excellent service, in a fast-paced environmentAbility to handle a variety of member inquiries with patience and resilienceProficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferredBenefitsComprehensive 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.Company OverviewAltra Federal Credit Union is a financial cooperative for all kinds of financial and banking services. It was founded in 1931, and is headquartered in Onalaska, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.altra.org/.



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