Bilingual (English/Spanish) Call Center Specialist I

About the role

• General Information
• Primary Location: Grand Rapids, MI (5537 Glenwood)
• Employee Status: Full-Time
• Workplace Type: Fully On-Site

About this position

The Call Center Specialist I role is responsible for providing exceptional service to members and potential members via telephone. This role requires a deep understanding of credit union products and services, excellent verbal and written communication skills, and the ability to multi-task in a fast-paced environment. In addition to meeting members' immediate needs, this role plays an important part in promoting financial well-being by identifying opportunities to educate members on products, services, and financial solutions that support their long-term financial success and goals.

What you'll do

• Assists members and potential members with their telephone requests by answering questions, resolving concerns, and identifying opportunities to provide financial education and guidance. Strives to achieve first-contact resolution whenever possible by taking ownership of member needs, leveraging available resources, and delivering accurate, timely solutions. Escalates complex issues beyond their authority, provides recommendations, and ensures members remain informed throughout the resolution process.
• Serve as an on-call interpreter for the assigned location and internal departments requiring Spanish language member-facing support, including assisting with member meetings and transactions, explaining financial products and services, resolving language-related issues, and clarifying policies to enhance communication and member experience.
• Engages members in meaningful conversations to uncover needs and recommend appropriate products and services that support their financial well-being. Effectively explains product features and benefits, empowering members to make confident, informed decisions.
• Collaborates with internal departments and business partners to resolve member issues efficiently and deliver a seamless member experience when additional support or expertise is required.
• Protects member accounts and credit union assets by adhering to established member verification procedures. Identifies and escalates suspicious activity, potential fraud, or security concerns to the appropriate personnel promptly.
• Serves as a steward of member data by promoting accuracy, consistency, and compliance with data governance standards. Identifies, reports, and helps resolve data quality issues related to member account information to support informed decision-making and an exceptional member experience.
• Engage in employee-led coaching sessions with leadership by reflecting performance, identifying development opportunities, and taking accountability for achieving personal coaching goals and action plans.
• Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What you'll bring

• One (1) or more years of experience in a customer service, contact center, banking, credit union, or financial services environment, including experience identifying member needs, resolving inquiries, and recommending products and services.
• High school diploma or equivalent required.
• Proficiency in spoken English and Spanish, with the ability to interpret between multiple parties. Candidates must complete a telephone-based language proficiency assessment during the application process.

What you'll get

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

• If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.
• LMCU is an Equal Opportunity Employer