Member Service Representative - Bilingual
S3 Shared Service Solutions, LLC, Madison, WI, United States
Member Service Representative – Bilingual
The bilingual Member Service Representative will be part of our talented remote Contact Center team. The representative is trained to answer phone calls in all queues and assist both English and Spanish speaking callers with questions and requests regarding membership, banking products, services, and rates, while seeking to exceed member expectations in every interaction. The representative will also assist Spanish speaking callers when escalating or transferring to other queues or departments to ensure service issues are resolved.
S3 STAR Values
Service
Teamwork
Attitude
Results
Location Remote
Top Job Responsibilities
Answers phone calls and utilizes knowledge of credit union products, data systems, and web‑based applications to provide information, answer questions, and assist with requests and concerns for both English and Spanish speaking members and non‑members.
Completes required member verification, reviews accounts, relays company and credit union policy/procedures, and communicates with management or other S3 teams/departments as needed to remedy member service issues in a remote environment.
Handles calls related to all career path queues including digital, cards, and loans and processes related transactions.
Facilitates and translates conversations between Spanish speaking callers and other queues or departments as needed.
Other Responsibilities and Opportunities
Corresponds with other departments and management through email for additional requests or research.
Engages in additional job‑related projects and duties as assigned by management.
Qualifications & Skills
Bilingual in English/Spanish (conversational Spanish with basic banking/financial terminology is preferred).
6 months of customer service experience is preferred.
Excellent written and verbal communication.
Thrives in a fast‑paced customer service environment.
Highly organized and detail oriented.
Ability to work independently and prioritize work effectively.
Ability to navigate and utilize multiple platforms/computer software simultaneously.
Experience in a remote work environment with dual monitors is a plus.
Works well in a structured and procedure‑driven position.
FLSA Non‑exempt
Perks and Benefits
Group medical, dental, and vision coverage insurance
Generous paid time off
Up to 11 paid holidays per year
401(k) with employer match and discretionary contribution
Employee referral program
Wellness programs
Peer‑to‑peer recognition program
Salary of $21.23 per hour
About S3 We are excited to share that S3 was named a Top Workplace of 2022 and 2023 through the Baltimore Sun, a 2023 Top Workplace in the USA as well as for leadership, and 2023 America’s most loved workplaces by Newsweek. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. We invest in your learning and development through training programs designed to power your success. S3 is a Credit Union Service Organization (CUSO) that supports credit unions by delivering world‑class service to members with loans, deposits and other financial needs.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.
ADA Statement & Requirements S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations.
Work Environment This position operates in a professional office environment. Standard office equipment includes computers, phones, photocopiers, filing cabinets, and fax machines.
Cognitive Requirements Constantly: Compile, copy and compare information; analyze and compute information. Problem solving and critical thinking; exercise good judgement/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills. Occasionally: Perform basic mathematical computations.
Physical Requirements Constantly: Sit—remaining in a seated position for long periods of time; use hands/fingers for repetitive keyboard and hand motion; speak coherently.
Emotional Effort Frequent short deadlines. Work environment hectic with continual periods of high stress.
Internal/External Interaction Steady and ongoing with occasional periods of low volume.
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S3 STAR Values
Service
Teamwork
Attitude
Results
Location Remote
Top Job Responsibilities
Answers phone calls and utilizes knowledge of credit union products, data systems, and web‑based applications to provide information, answer questions, and assist with requests and concerns for both English and Spanish speaking members and non‑members.
Completes required member verification, reviews accounts, relays company and credit union policy/procedures, and communicates with management or other S3 teams/departments as needed to remedy member service issues in a remote environment.
Handles calls related to all career path queues including digital, cards, and loans and processes related transactions.
Facilitates and translates conversations between Spanish speaking callers and other queues or departments as needed.
Other Responsibilities and Opportunities
Corresponds with other departments and management through email for additional requests or research.
Engages in additional job‑related projects and duties as assigned by management.
Qualifications & Skills
Bilingual in English/Spanish (conversational Spanish with basic banking/financial terminology is preferred).
6 months of customer service experience is preferred.
Excellent written and verbal communication.
Thrives in a fast‑paced customer service environment.
Highly organized and detail oriented.
Ability to work independently and prioritize work effectively.
Ability to navigate and utilize multiple platforms/computer software simultaneously.
Experience in a remote work environment with dual monitors is a plus.
Works well in a structured and procedure‑driven position.
FLSA Non‑exempt
Perks and Benefits
Group medical, dental, and vision coverage insurance
Generous paid time off
Up to 11 paid holidays per year
401(k) with employer match and discretionary contribution
Employee referral program
Wellness programs
Peer‑to‑peer recognition program
Salary of $21.23 per hour
About S3 We are excited to share that S3 was named a Top Workplace of 2022 and 2023 through the Baltimore Sun, a 2023 Top Workplace in the USA as well as for leadership, and 2023 America’s most loved workplaces by Newsweek. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. We invest in your learning and development through training programs designed to power your success. S3 is a Credit Union Service Organization (CUSO) that supports credit unions by delivering world‑class service to members with loans, deposits and other financial needs.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.
ADA Statement & Requirements S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations.
Work Environment This position operates in a professional office environment. Standard office equipment includes computers, phones, photocopiers, filing cabinets, and fax machines.
Cognitive Requirements Constantly: Compile, copy and compare information; analyze and compute information. Problem solving and critical thinking; exercise good judgement/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills. Occasionally: Perform basic mathematical computations.
Physical Requirements Constantly: Sit—remaining in a seated position for long periods of time; use hands/fingers for repetitive keyboard and hand motion; speak coherently.
Emotional Effort Frequent short deadlines. Work environment hectic with continual periods of high stress.
Internal/External Interaction Steady and ongoing with occasional periods of low volume.
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