Ent Credit Union
Bilingual (Spanish) Call Center-Member Service Representative I or II
Ent Credit Union, Colorado Springs, Colorado, United States, 80509
Overview
Bilingual (Spanish) Call Center - Member Service Representative I or II The Member Service Representative I/II must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union. Essential Functions
Member Service Representative Call Center I: Member Service - accurately process member requests received through incoming calls; update the existing database with changes requested by the member; verify Members using Ent's current procedures to minimize fraudulent activity; identify and escalate priority issues to the proper area. Sales - meet member needs by maintaining a strong knowledge of products and services and regularly providing referrals in areas including lending, investments, electronic banking, wealth management, and business banking. Knowledge - stay current through ongoing training, side by sides, quality control sessions, online BVS courses, and daily use of Outlook and Element to deliver world class service. Bank Secrecy Act - adhere to Ent policies, procedures, and regulations pertaining to the Bank Secrecy Act. Member Service Representative Call Center II: Member Sales & Service - build and retain member relationships by answering incoming calls, accurately addressing inquiries, troubleshooting problems, verifying members, minimizing fraudulent activity; handle certificate maintenance and all online banking inquiries; resolve member concerns and provide solutions to avoid escalations; extensive knowledge of products and services including investment services, online banking, and credit cards. Knowledge - maintain knowledge through ongoing training, side by sides, quality control sessions, online BVS courses, and daily use of Outlook and Element to deliver world class service. Qualifications
THIS POSITION IS PROJECTED TO START ON 12/08/2025 AND REQUIRES 5 WEEKS OF MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO. Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm. Minimum Formal Qualifications For This Position Member Service Representative Call Center I: High School Diploma/G.E.D. or equivalent. 6+ months experience in customer service. Preference given to inbound phone experience and sales experience. Previous financial institution experience preferred. Additional qualifications may apply as listed. Member Service Representative Call Center II: High School Diploma/G.E.D. or equivalent. 1+ years’ combined experience including inbound phone experience and financial services experience, required. Sales experience preferred. Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. Example: a bachelor’s degree in accounting and 2+ years of accounting work experience could substitute for a high school diploma and 6 years of work experience. Technical or Specialized Knowledge/Skills: Member Service Representative Call Center I: Strong customer service focus. Basic understanding of typical banking/credit union products and resources. Proficient computer skills (Windows, Word, Office). Symitar experience beneficial. Strong communication and organizational skills; typing, computer, and ten-key required. Member Service Representative Call Center II: Excellent customer service focus. Strong proficiency in credit union products and online banking basics. Proficient computer skills (Windows, Word, Office). Ability to multitask across multiple databases; strong writing and communication skills; organizational skills; typing, computer, and ten-key required. Symitar experience strongly preferred. Other Information
Compensation and Schedule:
The hourly ranges are: Call Center I: $18.75 – $19.75; Call Center II: $20.60 - $23.48. This position is eligible for a monthly incentive plan. Closing Note:
We anticipate this position to close on 11/07/2025. Apply early to be considered. Final compensation will be determined by factors such as experience, skills, education, certifications, and internal pay equity. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Benefits Information:
See Benefits Summary Sheet. The contractor will not discriminate against employees or applicants for discussing pay, except as permitted by law. All information will be kept confidential according to EEO guidelines. Legal Notice:
41 CFR 60-1.35(c) Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Banking Note: The original description included additional job postings and AI-related notes that are not part of this role. This refined version focuses on the Ent Credit Union Member Service Representative I/II role and removes extraneous content to improve clarity and formatting.
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Bilingual (Spanish) Call Center - Member Service Representative I or II The Member Service Representative I/II must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union. Essential Functions
Member Service Representative Call Center I: Member Service - accurately process member requests received through incoming calls; update the existing database with changes requested by the member; verify Members using Ent's current procedures to minimize fraudulent activity; identify and escalate priority issues to the proper area. Sales - meet member needs by maintaining a strong knowledge of products and services and regularly providing referrals in areas including lending, investments, electronic banking, wealth management, and business banking. Knowledge - stay current through ongoing training, side by sides, quality control sessions, online BVS courses, and daily use of Outlook and Element to deliver world class service. Bank Secrecy Act - adhere to Ent policies, procedures, and regulations pertaining to the Bank Secrecy Act. Member Service Representative Call Center II: Member Sales & Service - build and retain member relationships by answering incoming calls, accurately addressing inquiries, troubleshooting problems, verifying members, minimizing fraudulent activity; handle certificate maintenance and all online banking inquiries; resolve member concerns and provide solutions to avoid escalations; extensive knowledge of products and services including investment services, online banking, and credit cards. Knowledge - maintain knowledge through ongoing training, side by sides, quality control sessions, online BVS courses, and daily use of Outlook and Element to deliver world class service. Qualifications
THIS POSITION IS PROJECTED TO START ON 12/08/2025 AND REQUIRES 5 WEEKS OF MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO. Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm. Minimum Formal Qualifications For This Position Member Service Representative Call Center I: High School Diploma/G.E.D. or equivalent. 6+ months experience in customer service. Preference given to inbound phone experience and sales experience. Previous financial institution experience preferred. Additional qualifications may apply as listed. Member Service Representative Call Center II: High School Diploma/G.E.D. or equivalent. 1+ years’ combined experience including inbound phone experience and financial services experience, required. Sales experience preferred. Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. Example: a bachelor’s degree in accounting and 2+ years of accounting work experience could substitute for a high school diploma and 6 years of work experience. Technical or Specialized Knowledge/Skills: Member Service Representative Call Center I: Strong customer service focus. Basic understanding of typical banking/credit union products and resources. Proficient computer skills (Windows, Word, Office). Symitar experience beneficial. Strong communication and organizational skills; typing, computer, and ten-key required. Member Service Representative Call Center II: Excellent customer service focus. Strong proficiency in credit union products and online banking basics. Proficient computer skills (Windows, Word, Office). Ability to multitask across multiple databases; strong writing and communication skills; organizational skills; typing, computer, and ten-key required. Symitar experience strongly preferred. Other Information
Compensation and Schedule:
The hourly ranges are: Call Center I: $18.75 – $19.75; Call Center II: $20.60 - $23.48. This position is eligible for a monthly incentive plan. Closing Note:
We anticipate this position to close on 11/07/2025. Apply early to be considered. Final compensation will be determined by factors such as experience, skills, education, certifications, and internal pay equity. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Benefits Information:
See Benefits Summary Sheet. The contractor will not discriminate against employees or applicants for discussing pay, except as permitted by law. All information will be kept confidential according to EEO guidelines. Legal Notice:
41 CFR 60-1.35(c) Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Banking Note: The original description included additional job postings and AI-related notes that are not part of this role. This refined version focuses on the Ent Credit Union Member Service Representative I/II role and removes extraneous content to improve clarity and formatting.
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