Bilingual Contact Center Representative

About the role

At Truliant Federal Credit Union, every member interaction is a chance to make financial life a little easier, clearer, and more personal. As a Bilingual Contact Center Representative, you’ll be one of the first voices members turn to when they have questions, need support, or want guidance on the products and services that can help them move forward.

Responsibilities

• Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant’s mission of putting members first.
• Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.
• Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed.
• Contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.

Requirements

• Bilingual verbal and written communication skills in English and Spanish, including clear explanations, active listening, and professional member support across service channels.
• Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
• Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.
• Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.
• Good arithmetic skills and attention to detail when handling account-related questions or financial information.
• Able to manage shifting priorities, complete assignments with minimal supervision, and maintain professionalism in a fast-paced contact center environment.
• Able to use a consultative service approach to identify member needs and recommend appropriate Truliant products or services.

Qualifications

• High school diploma or equivalent required.

Skills

• Previous contact center experience.
• Previous experience in the financial industry, credit union, or banking environment.
• Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.

Benefits

• No-cost employee Medical, dental, vision coverage
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Full-time benefits including:
• Teamed loan discounts
• Tuition reimbursement
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account

Pay

Compensation is commensurate with experience.

Schedule

This is a full-time position.