Call Center Representative (Santa Fe)

State Employees Credit Union•Santa Fe, NM

4d•Onsite

About The Position

The Call Center Representative provides initial member contact for inbound calls through public-access numbers. The representative answers member questions on designated topics and forwards calls to the appropriate employee when the request is outside the representative’s knowledge or access level. The role delivers courteous, professional, prompt, efficient, and accurate service, including routine account transactions, account research, and information about Credit Union services and policies. The position works on-site; remote work is not available.

Requirements

At least 12 months of credit union experience or related experience.
Graduate of an accredited high school or equivalent high school diploma/GED.
Excellent verbal and written communication skills.
Knowledge of office machines and equipment and ability to type.
Patience, tact, enthusiasm, and a positive attitude toward members and the general public.
Ability to sit for prolonged periods while working at a computer, lift up to 15 pounds at times, and access and navigate each department at the organization’s facilities.
Ability to execute the terms and conditions set forth in the Employee Handbook.

Responsibilities

Promptly answer inbound calls and provide professional, single-stop service to members seeking account information; work to resolve members’ questions and issues.
Represent the Credit Union courteously and professionally and process transactions promptly, efficiently, and accurately.
Perform routine transactions, including ordering checks and ATM/debit cards and processing deposits, withdrawals, loan payments, and transfers.
Recommend Credit Union products and services to meet member needs.
Accurately post phone transactions.
Mail receipts, account maintenance forms, account summaries, and official checks to members in accordance with policy and procedure.
Provide general and specific information by telephone about Credit Union services and policies.
Respond to member requests, problems, and complaints, or direct members to the appropriate person for specific information and services.
Provide members with information needed for membership and for service or maintenance of existing accounts.
Research deposit, withdrawal, and loan payment discrepancies; help members balance accounts; and research and resolve account problems.
Assist members with completing payroll deduction and direct deposit forms and set up payroll distribution amounts.
Comply with policies, procedures, and regulatory requirements, including USA Patriot Act, BSA, OFAC, CIP, Member Due Diligence, and Reg J.
Perform other duties as assigned.
Work in a safety-conscious manner, follow the Drug Free Workplace policy, and comply with company policies and procedures and local, state, and federal regulations.