Member Experience Representative – Financial Services Contact Center
Location: Miami, FL 33172
Work Arrangement: On-Site
Pay Rate: $23.50/hour
About the Role:
We are seeking abilingual Member Experience Representativewith previouscustomer service experience in banking, credit unions, lending, or financial servicesto join an on-site Contact Center team in Miami. This is a front-line member service position within afederally insured financial cooperativeserving a diverse membership base. You will assist members with questions regarding their accounts, financial products, transactions, and digital banking services while providing accurate information and resolving issues efficiently.
Key Responsibilities:
Handle inbound and outbound calls from current and prospective members.
Assist members with questions regarding theiraccounts, transactions, payments, balances, and financial services .Explain financial products, policies, procedures, fees, and account information clearly and accurately.
Support members with products and services such as:
- Checking and savings/deposit accounts
- Consumer loans
- Credit cards
- Mortgages and home equity products
- Certificates and retirement accounts
- Debit and ATM cards
- Direct deposit and payroll deduction
- Bill pay and online banking
- Research and resolve account-related questions or service issues.
- Escalate complex, sensitive, or higher-risk matters to the appropriate department when necessary.
- Maintain professionalism and composure when assisting members with sensitive financial concerns.
Financial Products & Member Solutions:
Understand each member's financial needs and recommend appropriate products or services.
Educate members on available banking, lending, insurance, and digital financial solutions.
Identify opportunities to deepen member relationships throughconsultative, needs-based conversations .Provide accurate information so members can make informed financial decisions.
Contact Center Performance:
Meet established individual and team performance expectations.
Maintain appropriate call availability, productivity, handle time, and service levels.
Document member interactions accurately in internal systems.
Manage multiple requests and priorities while maintaining attention to detail and accuracy.
Compliance & Confidentiality:- Handleconfidential financial and personally identifiable informationwith a high level of discretion.
- Follow established identity verification, privacy, security, and internal procedures.
- Maintain compliance with applicable
- Bank Secrecy Act (BSA)requirements and complete required training.
- Follow organizational policies and regulatory requirements when accessing or discussing member accounts.
Required Qualifications:
Bilingual English and Spanish – required.
High school diploma or equivalent.1–3 years of customer service experience in financial services, preferably within:
- Banking
- Credit cards
- Mortgage or loan servicing
- Fintech or other financial institutions
Experience assisting customers withfinancial accounts, transactions, payments, loans, credit products, or banking services .Experience handling sensitive customer and financial information.
Strong verbal communication skills and the ability to explain financial information clearly.
Comfortable working in a phone-based, high-volume customer service environment.
Strong problem-solving skills with the ability to research information and provide accurate answers.
At ttg,“We believe in making a difference, One Person at a Time.”
