Call Center Member Service Officer

Southwest Airlines Federal Credit Union•Dallas, TX

6d•Onsite

About The Position

Southwest Airlines Federal Credit Union is hiring a Call Center Member Service Officer at its corporate office near Love Field Airport in Dallas, Texas. The officer is the voice of the credit union, assisting members by inbound phone with account and loan needs. The role uses member-service skills to build relationships and follow credit union policies and procedures while handling multiple tasks in a fast-paced environment. The position also offers opportunities for monthly incentive pay based on attendance, call-center abandon-rate and adherence goals, and personal sales goals. The schedule is Monday through Friday, 8:15 a.m. to 5:15 p.m. Pay is dependent on experience (DOE), with eligibility for monthly incentive pay. The employer describes a culture of respect, trust, and fun, and offers training, employee recognition, culture and wellness committees, and company-wide activities.

Requirements

High school diploma or equivalent.
One to three years of experience in a call-center environment.
One to three years of financial experience.
Comprehensive computer-use knowledge and familiarity with call-center software, Microsoft Outlook, Excel, Word, and Teams.
Clear written and verbal communication, with professional, courteous, and friendly service to members and coworkers.
Interpersonal skills to effectively suggest products and services to members.
Ability to multitask and maintain organization and efficiency in a fast-paced environment.
Ability to troubleshoot, take ownership, problem-solve, and follow through.
Great attitude and enthusiasm.
Understanding of the benefits of a credit union.
Must pass a credit and background check.

Responsibilities

Assist members with opening, maintaining, and closing accounts.
Help members with online and mobile banking, mobile deposits, and bill pay.
Process transactions and reconcile or review account and loan histories.
Explain rates and fees associated with member accounts.
Order, maintain, close, and troubleshoot plastic card issues.
Educate members, actively market and cross-sell current and new products and services, and help members meet their needs.
Maintain member confidentiality and minimize risks through proper verification and sound judgment.
Meet and exceed personal adherence goals and quality-service scores, and maintain excellent attendance.
Help the Call Center meet abandon-rate goals.
Follow federal and state regulations and credit union policies and procedures.