Bilingual Member Contact Specialist - Tyler West Office - Tyler TX

Altra Federal Credit Union is committed to providing exceptional service and meaningful support to our members. We believe in fostering a positive, people-centered workplace where every team member has the opportunity to grow and make a difference. We are currently hiring a Bilingual Member Contact Specialist for our Member Contact Center. Home base is the Tyler West office in Tyler, TX.

The Bilingual Member Contact Specialist plays a vital role in connecting with our members and ensuring their needs are met promptly and professionally. This position requires fluency in both English and Spanish to provide high-quality service to our diverse member community. This fast-paced role is responsible for addressing member inquiries, resolving issues, and ensuring member satisfaction while upholding the values and service standards of Altra!

Key Responsibilities

• Respond to member inquiries promptly via telephone, email, fax, and live chat, ensuring a positive member experience.
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members' inquiries.
• Proactively identify and address members' needs, escalating issues when necessary.
• Accurately document member interactions in the CRM system.
• Meet or exceed performance metrics, including response time, quality, and member satisfaction.
• Model Altra's service standards of being friendly and outgoing, non-judgmental, focused, trustworthy, and confident.
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise.

Qualifications

• High school diploma (or equivalent) required.
• Fluent in English and Spanish, with strong verbal and written skills in both, required.
• 1+ year of customer service or member support experience is required, preferably in a call center / contact Center.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and multitasking abilities.
• Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred.
• A positive attitude and commitment to providing excellent service, in a fast-paced environment.
• Ability to handle a variety of member inquiries with patience and resilience.

Availability

• This position is 40-hours a week, Monday through Friday.
• Hours are based on shifts between the operating hours of 7:30 a.m. to 5:30 p.m. CST. Shifts are based on department seniority and preferences.

Work Environment

• Work from home / remote opportunities can be considered for those candidates who live within Altra's approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI.
• Bilingual Member Contact Specialists require the ability to sit or stand at a desk for long periods of time, while having the ability speak, hear, and communicate with others, while taking inbound and outbound calls (on average 60-80 calls per day).

Pay and Benefits

• Hourly pay starting at $20.00 per hour ($18.00 base plus $1 MCC premium plus $1 bilingual premium)
• Plus, incentive pay as earned; anywhere between $5 and $400 per month.
• Comprehensive 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.

At Altra Federal Credit Union, you'll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact in the lives of others. By joining Altra, you'll not only gain the opportunity to build meaningful relationships with members and coworkers, but you'll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.

Altra is proud to be a Great Place to Work certified company seven years in a row; 92% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.