Member Experience Representative- Bilingual Spanish Preferred

Respond to a wide range of simple and complex service requests including balance inquiries, transfers, payments, loan modifications, and digital banking support. Resolve member service requests promptly through first call resolution and use effective communications with operations via the Customer Relationship Management Platform. Perform outbound communications for case follow-up and transactions with attention to detail to ensure service quality and fraud prevention. Review member financial needs and provide product recommendations through consultative selling while supporting members in applying for products and services. Provide member support through additional channels such as web chat, SMS, secure messaging, and video service in English and Spanish. Mentor team members and contribute to continuous improvement initiatives and cross-functional collaboration.