Financial Service Trainee – Albuquerque, NM – Customer Service

LSI•Albuquerque, NM

21h•Hybrid

About The Position

In this exciting, fast-paced position, you will be responsible for providing remarkable customer service on behalf of Credit Unions/Banks nationwide by handling primarily inbound calls, as well as occasionally returning messages left by members/customers requesting a call back. Service banking transactions on behalf of a credit union or bank by accessing sensitive information and completing the transaction in the various computer platforms. You will be responsible for protecting the account by ID verifying every caller (fraud prevention) along with answering and resolving a lengthy list of banking inquiries (not all inclusive): view and reconcile account and loan related inquiries, online banking issues, transfer funds, reorder checks, use third party platforms to resolve various issues (unblock debit cards, submit loan payments), view and explain why funds are on hold, and provide loan and deposit rates. A Financial Service Representative answers back-to-back calls and typically handles 10-12 calls per hour. You will also provide Product and Service Education to members/customers, as it relates to our Clients and have the opportunity to learn additional skills by cross-training within or outside of your department based on performance and/or business need.

Requirements

Ability to read, write, and comprehend complex instructions while clearly and professionally communicating in an accurate and timely manner
Ability to accurately add, subtract, divide, and multiply to provide callers with accurate account data
Type approximately 40 net words per minute
Ability to troubleshoot basic computer issues
Regularly required to sit for an extended time, use a keyboard, and talk to callers via a hands-free headset
Proficient typing, listening, computer, and reading skills
Exceptional attendance record - ability to work scheduled days/evenings, Saturday or Sunday and some Holidays
Quickly and efficiently navigate through several computer programs simultaneously while accurately documenting interaction details
Excellent problem-solving skills with the ability to multi-task
Ability to communicate clearly and professionally while effectively handling and diffusing challenging situations based on reason for call and temperament of the caller
Ability to manage and control emotions and stress while maintaining excellent customer service on all interactions
Professional and upbeat attitude that thrives in a fast-paced environment
Desire and ability to provide excellent customer service on every interaction
Meet monthly average talk time of 7 minutes or less
Meet monthly average less than 12 minutes on chats
Maintain 98.5% or higher in-production status’s
Meet monthly average wrap up time of 40 seconds or less
Meet monthly average Quality Review score of 85% or higher
High school/GED or better (minimum)

Nice To Haves

Experience with general banking knowledge/terminology and banking platforms (mobile, online banking) preferred
Bilingual (Spanish)

Responsibilities

Handling primarily inbound calls
Returning messages left by members/customers requesting a call back
Service banking transactions on behalf of a credit union or bank by accessing sensitive information and completing the transaction in the various computer platforms
Protecting the account by ID verifying every caller (fraud prevention)
Answering and resolving a lengthy list of banking inquiries (view and reconcile account and loan related inquiries, online banking issues, transfer funds, reorder checks, use third party platforms to resolve various issues (unblock debit cards, submit loan payments), view and explain why funds are on hold, and provide loan and deposit rates)
Provide Product and Service Education to members/customers, as it relates to our Clients
Learn additional skills by cross-training within or outside of your department based on performance and/or business need

Benefits

Paid Training
Shift Differentials ($2-$5 an hour) for hours worked in the evenings, weekends and observed holidays
Spanish Bilingual Differential + Incentives for Eligible Bilingual Interactions
Work-From-Home opportunity upon meeting all performance and attendance requirements, policies, and RWA eligibility requirements
Relaxed dress environment
Generous Paid Time Off
Year-round employee appreciation events and online recognition award program
Free Coffee at all LSI facility locations
Medical, Dental and Vision Insurance for Full and Part-time employees (+30 hrs/wk)
Life and Disability Insurance
Pet Insurance
Paid Volunteer Time Off
Educational Assistance and Employee-Assistance-Program
401k/Profit Sharing w/Safe Harbor Match
Growth opportunities – 90% of leadership positions are filled from within!