United Way of Massachusetts Bay and Merrimack Valley Is Hiring A Member Service Representative Bilingual

Join our dynamic remote Contact Center team as a Bilingual Member Service Representative, providing exceptional service to both English and Spanish-speaking members while supporting our credit union’s mission of delivering world-class financial services. 🌐✨

About the Role

The Bilingual Member Service Representative is a vital part of our talented, remote contact center. In this role, you'll answer calls across multiple queues, assist members and non-members in navigating our banking products, services, and rates, and aim to exceed expectations with every interaction. You’ll also help Spanish-speaking callers by translating and transferring as necessary to ensure all service issues are resolved efficiently. Our environment fosters collaboration, support, and continuous development, where self-motivation, dependability, adaptability, teamwork, and a member-focused attitude are highly valued. 🚀🤝

Key Values

• Service
• Teamwork
• Results

Location

🖥️ Remote

Top Job Responsibilities

• Answer incoming calls using knowledge of credit union products, data systems, and web-based applications. Assist members and non-members in English and Spanish by providing information and resolving questions or concerns.

• Complete member verification, review accounts, and relay policies/procedures. Communicate with management and other teams to resolve service issues in a remote setting.

• Handle calls related to digital services, cards, and loans, including processing related transactions.

• Translate and facilitate conversations between Spanish-speaking callers and various departments as needed.

Additional Responsibilities & Opportunities

• Correspond with departments and management via email for inquiries and research.
• Engage in additional projects and duties assigned by leadership.

Qualifications & Skills

• Bilingual proficiency in English and Spanish (conversational Spanish and basic financial terminology preferred)
• At least 6 months of customer service experience preferred
• Thrives in a fast-paced environment
• Highly organized and detail-oriented
• Ability to work independently and prioritize effectively
• Proficient in navigating multiple platforms and software simultaneously
• Experience in a remote environment with dual monitors is a plus
• Works well within structured, procedure-driven settings

Work Details

FLSA Status: Nonexempt

Perks & Benefits 🎉

• Group medical, dental, and vision insurance
• Generous Paid Time Off and Up to 11 Paid Holidays annually
• 401(k) retirement plan with employer match and discretionary contributions
• Employee referral program
• Wellness programs
• Salary: $21.23/hour

About S3

We are proud to be named a Top Workplace in 2022 and 2023 by the Baltimore Sun and Best Workplace in the USA in 2023, as well as being recognized for leadership and as one of America’s Most Loved Workplaces by Newsweek. Our culture of teamwork and positivity drives the exceptional service we deliver. Join us, and we will invest in your growth through dedicated training programs. 🌟

S3 is a Credit Union Service Organization (CUSO), owned by credit unions, supporting their operations and underwriting member financial needs from loans to deposits. We are committed to inclusivity and equal opportunity employment.

Equal Opportunity & ADA Statement

All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected classifications.

ADA Statement: We are dedicated to full inclusion and will provide reasonable accommodations for individuals with disabilities to ensure equal access.

Work Environment & Physical Requirements

Work Environment

Operates in a professional office-like setting with standard equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Cognitive & Physical Demands

• Constantly: Compile, analyze, compare information; solve routine problems; organize multiple tasks; handle sensitive information; provide excellent customer service.
• Occasionally: Perform basic mathematics.
• Physically: Sit for extended periods, use hands for typing, speak clearly.

Emotional & Interaction Effort

• Handle frequent short deadlines and high-stress situations.
• Maintain steady, ongoing communication with internal and external contacts.