Bilingual Inbound Member Contact Specialist, Tyler TX - Altra Federal Credit Union

Altra Federal Credit Union is dedicated to delivering exceptional customer service and support to our members. We prioritize compassionate communication, efficiency, and a commitment to meeting each member’s unique needs. Our team consists of motivated individuals who thrive in a collaborative, multilingual environment. If this sounds like the place for you, then we encourage you to apply for our Bilingual Inbound Member Contact Specialist position we currently have available at our Tyler West office in Tyler TX.

As a Bilingual Inbound Member Contact Specialist, you will engage directly with members through phone, email, and chat support. Your focus will be on providing clear, effective, and empathetic assistance to both English and Spanish speaking members. You’ll assist with account inquiries, resolve issues, and provide information on services, all while ensuring the highest level of satisfaction.

Key Responsibilities

• Member Communication: Answer member inquiries in English and Spanish promptly, ensuring clarity and professionalism.
• Problem Solving: Identify member inquiries quickly, providing solutions or connecting members with the correct department if needed.
• Documentation: Accurately document interactions, following company guidelines and ensuring compliance with relevant privacy regulations.
• Team Collaboration: Work closely with team members and other departments to improve member service processes and relay feedback.
• Cultural Sensitivity: Provide support with cultural awareness, understanding unique member needs across languages and demographics.

Qualifications

• Education: High school diploma, GED or HSED, required.
• Language Proficiency: Fluent in English and Spanish, with strong verbal and written skills in both, required.
• Customer Service Experience: 1-2 years in a customer service experience, required. Call center environment, preferred.
• Technical Skills: Proficiency in CRM software, Microsoft Suite, ACD phone system, and basic troubleshooting of online systems, preferred.
• Interpersonal Skills: Excellent listening and empathy skills, with a positive attitude toward helping others.
• Adaptability: Ability to handle a variety of member inquiries with patience and resilience.

Availability

• Full-time, 40- hours a week; candidates must work within the operating hours of 7:30 a.m. and as late as 5:30 p.m., Monday through Friday.
• The Member Contact Center is housed at the Tyler West location, however, work from home / remote opportunities can be considered.

Benefits

• Competitive starting rate of $17.00/hour, depending on experience. Plus, incentive pay as earned; anywhere between $5 and $400 per month.
• Bilingual pay premium of $1.00/hour, must complete and pass the Spanish speaking exam.
• 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 safe harbor
• Paid time off, volunteer time off, and your birthday off (paid)!
• Employee-only perks and discounts

Why work at Altra?

• Commitment to community engagement with a focus on youth initiatives; financial literacy, diversity, equity, and inclusion; and Altra Gives Back campaigns, focused on giving back to the communities we serve.
• Professional growth and advancement opportunities – job shadows, peer mentorship program, leadership programs, on-site training, tuition assistance, and our very own Altra University.
• An innovative and forward-thinking culture driven by our dedicated Business Innovation team.
• An award-winning wellness program that promotes a work life balance and healthy living! Monthly challenges, employee assistance and care coach, membership discounts, and even a Fitbit for all employees on Day 1!

Altra is proud to be a Great Place to Work® certified company six 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 life!

We support diversity in the workplace and are an Equal Opportunity Employer. Come join our team, it’s where YOU belong!

Experience

• Fluent in English and Spanish, with strong verbal and written skills in both.
• 1-2 years in a customer service experience, required.
• Excellent listening and empathy skills, with a positive attitude toward helping others.
• Ability to handle a variety of member inquiries with patience and resilience.

• Proficiency in CRM software, Microsoft Suite, ACD phone system, and basic troubleshooting of online systems.

Education

• High School or GED or better