Contact Center Representative, Downtown

Rio Grande Credit Union•Albuquerque, NM

About The Position

As a Member Resource Center Representative, you will be responsible for providing quality member service delivered by telephoe while performing the essential duties and responsibilities as outlined below.

Requirements

Experience- 6 months to 2 years related experience
Education- 2-year degree or completion of a specialized course of study OR 2 years of related experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to members, clients, and other employees of the organization.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge Symitar's; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Responsibilities

Provide excellent member service at all times to the members and staff
Enter member transactions into the system to record transactions
Provide deposit, loan rate, and service information
Educates, refer and sell products and services by explaining features and benefits, as appropriate
Follows account comments, alerts and notes
Assist members with routine-related requests including, but limited to: balances, check clearings, deposit postings, and statement information
Process transactions, including, but not limited to: funds transferred between accounts, loan payments
Process and explain procedures on member accounts, including, but not limited to: stop payments, address changes, and line of credit advances
Provide membership information, field of membership qualification and new account initiation
Provide information on new and ongoing promotions
Initiate auto transfer requests
Verify incoming member deposits
Communicate loan payoff requests to payoff group
Maintain high service levels and low call abandon rates
Transfer incoming calls to appropriate individual employee or department
Keep abreast of all credit union product and procedure changes
Adheres to Credit Union policies and procedures as they relate to job functions and the employee handbook
Assist in any other area as directed by the Member Resource Center Manager, Member Resource Center II, VP of Marketing and Member Service, and President/CEO
Accurately identify all members using RGCU approved Verification Repgen.
Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
Report all suspicious activity to the Risk Management department via the compliance group email.