Call Center - Member Service Officer
About The Position
Southwest Airlines Federal Credit Union is seeking a Call Center Member Service Officer for its corporate office near Love Field Airport. This role involves assisting members via inbound calls with their account and loan needs, utilizing strong member service skills, building relationships, and adhering to policies and procedures. The ideal candidate will be able to multitask, stay focused, organized, and work efficiently in a fun, fast-paced environment while ensuring member needs are met. Opportunities for incentives are available based on attendance, call center metrics, and personal sales goals.
Requirements
- Great attitude and enthusiasm!
- Understand the benefits of a Credit Union.
- Comprehensive knowledge of using a computer.
- Familiar with Call Center Software, Microsoft Outlook, Excel, Word, and Teams.
- Clear written and verbal communication while maintaining professional, courteous, and friendly service to members and co-workers.
- Interpersonal skills to effectively suggest new products and services to members.
- Ability to multi-task and maintain organization and efficiency in a fast-paced environment.
- Ability to troubleshoot, take ownership, problem-solve, and follow-through.
- High School diploma or equivalent.
- One to three years of experience in a Call Center environment.
- One to three years of financial experience.
- Must pass a credit and background check.
Responsibilities
- Assisting members with opening, maintaining, and closing accounts.
- Assisting members with online and mobile banking, mobile deposits, and bill pay.
- Assisting members with transactions, reconciling and reviewing history on accounts and loans.
- Assisting members with rates and fees associated with member accounts.
- Ordering, maintaining, closing, and troubleshooting plastic card issues.
- Educating members to meet their needs and enhance their banking experience by actively marketing and cross-selling current and new SWACU products and services.
- Maintaining member confidentiality and minimizing risks through proper verification and sound judgment.
- Meeting and exceeding personal adherence goals and quality service scores, and maintaining excellent attendance.
- Assisting the Call Center with meeting abandon rate goals.
- Adhering to Federal and State Regulations and Credit Union Policies and Procedures.
Benefits
- FREE health insurance
- FREE dental insurance
- FREE vision insurance
- FREE life insurance
- FREE short-term and long-term disability
- FREE employee checking account
- Paid Time Off up to 3 weeks per year
- 13 Paid Holidays (2 ½ weeks of more paid time off!)
- Flexible Spending Accounts
- 401(k) plans with employer match
- Tuition reimbursement
- Casual dress code, every day!
- Ongoing training through classroom and online formats
- Employee recognition programs
- Employee committees that promote culture, fun, and wellness
- Monthly company-wide activities for employees
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
