Johns Hopkins Federal Credit Union Is Hiring A Member Service Center Rep Bilingual

This role involves delivering exceptional member service while fluently communicating in Spanish, supporting the Credit Union’s commitment to inclusivity and excellence.

Position Overview

Responsible for managing various routine member service communications promptly and courteously via telephone and fax. The role promotes positive member relations by providing accurate information or directing members to the appropriate departments. It also involves cross-selling Credit Union services and supporting all functions within the Call Center, with a requirement for fluency in Spanish.

Essential Functions and Core Responsibilities

Service Focus 🤝

• Support, demonstrate, and promote the Credit Union’s SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate, Empower.
• Model inclusive behaviors, proactively manage bias, and support JHFCU’s diverse employees and members, ensuring principles of equity and belonging are upheld.

Member Support & Communication

• Handle a variety of questions related to members' accounts and JHFCU products and services.
• Enhance the member experience by utilizing a one-call resolution approach to efficiently address routine questions, concerns, and complaints.
• Identify the appropriate department or individual when a one-call resolution isn't possible.
• Maintain up-to-date knowledge of products and services to analyze member profiles and recommend suitable solutions.
• Safeguard confidential information through proper verification procedures.

Coordination & Follow-up

• Establish and maintain effective relationships with team members and management.
• Ensure timely follow-up with members and coworkers as necessary.
• Complete all documents and forms accurately, ensuring proper processing or forwarding.
• Keep supervisors informed of activities and issues.

Financial Coaching Process

• Conduct intake and initial pre-coaching reviews with members interested in or referred to JHFCU’s financial coaching program.
• Perform credit report reviews, budget assessments, and goal setting.
• Facilitate effective transitions to assigned financial coaches.

Additional Responsibilities

• Maintain compliance with applicable laws and regulations such as BSA and the USA Patriot Act.
• Participate in seminars, workshops, and conferences to stay updated on regulatory requirements.
• Undertake any additional duties or responsibilities as assigned.

Qualifications & Experience

• High school diploma or GED; at least one year of related experience in a Credit Union, banking, or call center environment preferred, or an equivalent combination of education and experience.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• Proficiency in both written and spoken Spanish.

Work Environment & Schedule

This position offers a hybrid work schedule, contingent upon work performance and the ability to foster engaging work relationships.