Bilingual Member Contact Specialist

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 Operations Center in Onalaska WI.

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


* Our Member Contact Center is located at the Operations Center in Onalaska WI, however, 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 peri...