Description

Altra Federal Credit Union is looking to add more Bilingual Member Contact Specialists to our Member Contact Center in Tyler TX! As a Bilingual Member Contact Specialist, you will serve as the first point of contact for members, providing exceptional service and support through various communication channels, including telephone, email, fax, and live chat. 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! If this sounds like the place for you, then we encourage you to apply for our Bilingual Inbound Member Contact Specialist position!

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 via telephone, email, fax, and live chat, ensuring a positive member experience.

• 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.

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 call (on average 60-80 calls per day).

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.

• The Member Contact Center is housed in Tyler TX, at Altra’s Tyler West location, 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.

Benefits

• Hourly pay starting at $18.00/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, paid holidays, 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!

Qualifications

Education

Required

• High School or GED or better

Experience

Required

• Fluent in English and Spanish, with strong verbal and written skills in both, 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.

Preferred

• 1-2 years in a customer service experience, required. Call center environment, preferred.

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