Trusted Advisor, Member Service Center (Spanish Speaking) in Cooper City, Florida at BrightStar Credit Union
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Job Description
About the Role:
The Member Service Center Trusted Advisor serves as a key point of contact within the Member Service Center, delivering an exceptional lending and service experience to BrightStar members. This role is responsible for originating consumer loan applications, deepening member relationships, and proactively engaging existing members through outbound campaigns. The Trusted Advisor leverages consultative service techniques, digital tools, and service excellence to support members' financial goals while meeting performance targets in a high-volume contact center environment. This role requires a bilingual spanish speaking indiviual.
Key Responsibilities
- Handle a high volume of inbound and outbound member interactions via phone, chat, and secure messaging, with a primary focus on loan application intake and support.
- Guide members through the loan application process, ensuring accuracy, completeness, and a seamless experience.
- Delivering exceptional service aligned with BrightStar's service standards; listening actively, leading with empathy, owning the resolution, and consistently delivering excellence.
- Achieve strong post-interaction survey results through high-quality service and effective resolution.
- Proactively build and strengthen relationships with existing members through outbound outreach campaigns.
- Identify opportunities to deepen relationships and recommend other credit union loans and ancillary products.
- Meet or exceed performance goals, including production, service levels, and quality metrics.
- Process transactions accurately and efficiently.
- Educate and support members on digital banking tools and promote self-service solutions.
- Adhere to policies and procedures, including fraud prevention and identity verification.
- Maintain knowledge of BSA compliance and regulatory requirements.
- Participate in coaching and feedback to continuously improve performance.
- Perform other related duties as assigned.
Education & Experience
- High school diploma or equivalent required; associate degree preferred
- Minimum 1- 2 years of contact center experience, ideally in a financial institution
- Experience handling chat, texting, or secure email communication preferred
- Minimum of 1 year of quota-based sales experience preferred
- NMLS registration required upon hire.
Skills & Abilities
- Strong analytical skills and attention to detail.
- Effective communication, negotiation, and relationship-building skills
- Excellent verbal and written communication skills; bilingual a plus.
- Ability to manage high interaction volumes with efficiency and professionalism.
- Strong problem-solving and decision-making skills.
- Proficiency with Customer Relationship Management (CRM) tools, loan origination systems (LOS) and Microsoft Office Suite.
- Comfort navigating multiple systems and digital platforms.
- Ability to multitask in a fast-paced environment.
- Highly organized and detail-oriented with strong analytical skills.
Interpersonal & Professional Attributes
- Demonstrates empathy, professionalism, and strong interpersonal skills.
- Service-oriented mindset with consultative approach.
- Maintains confidentiality and discretion.
- Adaptable and resilient in a dynamic environment.
- Adaptive, collaborative, and team-oriented
Compliance
- Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.
- In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
- Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.
Physical Requirements:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment:
The work environmental characteristics described here represent those that employees encounter while performing the essential functions of this job. Reasonable accommodation may enable individuals with disabilities to perform essential functions.
BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace