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

Join Our Remote Contact Center Team as a Bilingual Member Service Representative! 🌟

We are seeking a dedicated bilingual Member Service Representative to be an integral part of our talented remote Contact Center. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this opportunity is for you!

About the Role

The bilingual Member Service Representative is trained to handle inbound phone calls across various queues, assisting both English and Spanish speaking members with questions related to membership, banking products, services, and rates. You will strive to exceed member expectations with every interaction, ensuring swift resolution of service issues and supporting a collaborative, member-focused team environment.

Key Values & Culture

• 🌟 Service: Delivering world-class service consistently
• 🤝 Teamwork: Collaborating effectively within a supportive team
• 🏆 Results: Achieving excellence in all performance metrics

Location

Remote

Top Job Responsibilities

• 📞 Answer calls using knowledge of credit union products, data systems, and web-based applications. Assist both English and Spanish speaking members and non-members with inquiries and requests.
• ✔️ Complete member verification, review accounts, and communicate company and credit union policies to resolve service issues in a remote setting.
• 💳 Handle calls related to digital services, cards, loans, and process related transactions.
• 🗣️ Facilitate and translate conversations between Spanish-speaking callers and other departments as needed.
• ✉️ Correspond with other departments and management via email for additional research or requests.
• 🔧 Engage in special projects and additional duties as assigned by management.

Qualifications & Skills

• 🌐 Bilingual in English and Spanish (conversational Spanish and basic banking/financial terminology preferred)
• 🕒 At least 6 months of customer service experience preferred
• ⚡ Thrives in fast-paced environments; highly organized and detail-oriented
• 💻 Ability to work independently, prioritize tasks, and navigate multiple platforms/software simultaneously
• 🏡 Experience in a remote work environment with dual monitors is a plus
• 🔒 Comfortable working within structured, procedure-driven roles

Position Details

• Nonexempt (FLSA)
• Hourly Rate: $21.23/hour

Perks & Benefits 🎁

• Group medical, dental, and vision insurance
• Generous Paid Time Off & Up to 11 Paid Holidays annually
• 401(k) plan with employer match and discretionary contribution
• Employee Referral Program
• Wellness programs

About S3

Named a Top Workplace of 2022 and 2023 by the Baltimore Sun and recognized for leadership and as one of America’s Most Loved Workplaces by Newsweek in 2023, S3 is committed to teamwork and positive service delivery. We invest in our employees’ growth through comprehensive training to foster your success.

As a Credit Union Service Organization (CUSO), owned by credit unions, we support their operations by providing exemplary service to credit union members, helping them achieve their financial goals.

Equal Opportunity Employment

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

ADA & Work Environment

• ADA Statement: We are committed to full inclusion and provide reasonable accommodations for individuals with disabilities.
• Work Environment: Operates in a professional office setting with standard equipment including computers, phones, copiers, and filing systems.
• Cognitive & Physical Requirements: Ongoing analysis of information, problem-solving, and handling sensitive data; sitting for long periods; repetitive hand movements; speaking clearly.
• Emotional Effort: Managing frequent deadlines and high-stress periods in a hectic work environment.
• Interactions: Steady internal and external communication with occasional low-volume periods.