_{05th October, 2026}

Member Experience Representative – Financial Services Contact Center

Location: Miami, FL
Work Arrangement: On-Site
Pay Rate: $23.50/hour
Language Requirement: Bilingual English/Spanish – Required

About the Role

• Handle inbound and outbound calls from current and prospective members.
• Assist members with questions regarding their accounts, 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.

• 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 through consultative, needs-based conversations.
• Provide accurate information so members can make informed financial decisions.

• 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.

• Handle confidential financial and personally identifiable information with 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.

• Bilingual English and Spanish – required.
• High school diploma or equivalent.
• 1–3 years of customer service experience in financial services, preferably within:
  
  • Banking
  • Credit unions
  • Consumer lending
  • Credit cards
  • Mortgage or loan servicing
  • Financial contact centers
  • Fintech or other financial institutions
• Experience assisting customers with financial 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.