Bilingual Customer Service Representative

TEKsystems - Lynnwood, WA

Full-time - Entry Level

Lynnwood, WA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Bilingual Customer Service Representative at TEKsystems is responsible for providing exceptional service to members, fostering strong relationships, and addressing inquiries through various communication channels. This role emphasizes problem-solving, ownership of member concerns, and the ability to promote additional products and services while adhering to credit union policies and regulations.

Responsibilities

• Provides outstanding service to promote deep and lasting member relationships.
• Answers general inquiries and performs account maintenance via phone or email channels.
• Meets/exceeds key critical metrics.
• Researches and resolves problems under the mentorship of the Supervisor or Lead with a sense of urgency.
• Takes ownership of member concerns, sets the expectations, and provides timely follow-up/resolution.
• Sees opportunities to offer additional products, promotions, and services to members and generates referrals that deepen relationships.
• Maintains knowledge of credit union policies, procedures, and regulations.
• Performs other duties as assigned.

Requirements

• Bilingual Spanish
• Minimum of a high school diploma; some college course work preferred; degree highly desirable.
• 1+ year experience in call center customer service.
• Ability to organize and prioritize multiple tasks.
• Resolves requests with a sense of urgency and escalates timely.
• Promotes and participates in a cohesive team environment.
• Effectively communicates ideas and information, both verbally and in writing.
• Takes ownership and acts proactively to solve member concerns.
• Utilizes tools and resources to solve sophisticated inquiries.
• Creatively thinks in an unexpected way to resolve member concerns while adhering to policies and regulations.
• Analyzes information and recommends achievable operational improvements.
• Excellent customer service and communication skills.
• Member-centric with a friendly, professional demeanor.
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
• Familiarity and comfort with online systems and other technology.

Nice-to-haves

• Some college course work preferred; degree highly desirable.
• Proficiency with call center programs desired.