Customer Service

Bilingual Chat Support Representative

Location: Allen, TX 75013

Pay Rate: $22.00/hr

Shift: 1st Shift | 9:00 AM – 6:00 PM (Monday through Friday, with overtime as needed)

Job Summary

We are seeking a professional, customer-focused Bilingual Chat Support Representative to join our Contact Center team. In this role, you will provide exceptional member support through chat and text channels, assisting members with account inquiries, digital banking services, and routine transactions. The ideal candidate has excellent written communication skills in both English and Spanish, thrives in a fast-paced environment, and is committed to delivering outstanding customer service.

Essential Duties & Responsibilities

Other duties may be assigned.

• Digital Communication: Provides prompt, accurate, and professional customer service through live chat and text messaging channels.

• Member Account Inquiries: Responds to member inquiries regarding credit union products, services, accounts, and policies; assists with balance inquiries, account research, and general account servicing.

• Digital Banking Support: Guides members in using digital banking services, including Online Banking, Mobile Banking, Remote Check Deposit, and other digital self-service tools.

• Transaction Processing: Processes eligible member transactions such as transfers, loan payments, and account updates according to established procedures.

• Escalation Management: Identifies complex issues requiring additional verification or specialized assistance and escalates them appropriately to the correct internal department.

• Issue Resolution: Resolves member concerns with a high degree of professionalism, empathy, and clear written communication.

• System Documentation: Maintains a thorough understanding of credit union offerings and accurately documents all member interactions in the appropriate CRM systems.

• Cross-Functional Support: Provides support to the Contact Center by assisting with inbound calls and scheduled appointments during high-volume periods.

• Regulatory Compliance: Complies with all credit union policies, procedures, and federal regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), and the USA PATRIOT Act.

Qualifications

• Education: High school diploma or GED required.

• Experience: Previous experience in customer service, banking, a call center, or chat support environments is preferred. Direct banking or credit union experience is highly preferred.

• Language Requirements (Non-Negotiable): Must be fully bilingual in English and Spanish with fluent written and verbal communication skills.

• Core Competencies: * Excellent grammar, spelling, and professional writing skills in both English and Spanish.

  • Strong attention to detail, accuracy, and sharp problem-solving or decision-making skills.

  • Proven multitasking ability to manage multiple chat conversations simultaneously while maintaining response time standards.

  • Ability to identify member needs and read context effectively without verbal communication clues.

• Technical Skills: Proficient with Microsoft Office (Word, Excel), CRM systems, data entry networks, and navigating multiple computer applications or digital portals simultaneously.

• Physical Requirements: Must be able to sit for extended periods in a fast-paced Contact Center office environment while continuously operating a computer.

• Screening: Must be able to pass a pre-employment background check, drug screen, and E-Verify screening.

How to Apply

The hiring process is managed through our regional Carrollton branch. You can apply using either method below:

• Online: Visit [https://corepersonnel.zenople.com/apply/CORE](https://corepersonnel.zenople.com/apply/CORE) (Important: Select the Carrollton office during the application).

• In-Person: Visit the Carrollton office directly to fill out an application at:

  CORE Personnel

  1430 Valwood Pkwy, Suite 100

  Carrollton, TX 75006