PART-TIME MEMBER SERVICES REPRESENTATIVE - Bilingual a plus

SANDIA AREA FEDERAL CREDIT UNION•Albuquerque, NM

101d•Onsite

About The Position

Sandia Area FCU is seeking a Part-Time Member Services Representative for their Contact Center. This role is crucial in fulfilling the mission of delivering high-value banking and lending services to strengthen the financial well-being of members and the community. The representative is expected to embody core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to the vision of empowering lifelong achievement through better banking. The position involves delivering excellent service, maintaining personal accountability, prioritizing member satisfaction, and operational efficiency. The Member Services Representative will provide high-quality member service through various communication channels including telephone, chat, text, email, and secure messaging. Responsibilities include processing member requests such as account inquiries, transaction processing, and loan applications, and providing accurate information regarding Credit Union products, services, rates, and policies. A strong emphasis is placed on professionalism, timely responses, attention to detail, and resolving member needs with efficiency and care. This role requires the ability to navigate multiple systems, follow compliance procedures, and adapt to updates while maintaining a positive and solutions-focused approach. Success is measured by performance standards including member satisfaction, product knowledge, statistical metrics, and a positive personality.

Requirements

HSD or GED
One (1) year(s) of applicable experience required.
Familiarity and proficiency with online and mobile banking expected.
Experience identifying product and service needs and confidently offering solutions.
Expertise in member/customer service, technical troubleshooting, positivity in dealing with heightened situations and ability to offer services with a requisite understanding of financial institution operations.
Patience and understanding with a diverse member population including those that require extra attention.
Utilize and be familiar with online and mobile banking within their own personal banking platform.
Willingness to identify opportunities to help members achieve financial independence.
Always ensure member confidentiality, even outside of the Member Contact Center.
Exceptional time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.
Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.

Nice To Haves

Bilingual ability a plus
Financial institution experience preferred.
Call center experience a plus.
Desire to mentor and train newer employees after sufficient experience is achieved.

Responsibilities

Provides exceptional member service to both fellow employees and members by maintaining excellent attendance and being present each day to inspire and delight our team and members.
Explains the features and benefits of all Credit Union products and services to recommend and cross sell Credit Union products/services, as appropriate.
Provides deposit, loan rate, and service information; also establishes new memberships and suffixes.
Strives to resolve all member concerns correctly during the first interaction and follows up when necessary.
Processes Line of Credit (LOC) advances and wire transfers.
Provides merchant verifications and loan payoffs.
Processes loan applications, check orders, loan payments and credit card payments.
Consistently addresses member questions to ensure a one-touch resolution reducing the need for member call backs and future follow up.
Processes/prepares research requests for members and ensures completions of requested tasks.
Stays abreast of department emails, marketing campaigns, policy/procedure changes.
Maintains knowledge of Credit Union operations, including policy, procedure and job aids with particular attention to the proper use of Sick and PTO time to maintain excellent attendance.
Ensures the security and confidentiality of pertinent member and credit union information and records.
Familiar with the Bank Secrecy Act (BSA), Patriot Act and the Office of Foreign Assets Control (OFAC), as applicable to this position as well as the credit union.
Complies with security procedures and member authentication.
Contributes to proper security and controls by keeping Contact Center Supervisors, Managers and Vice President properly informed of problems and/or unusual circumstances.
Properly updates addresses, emails, phone numbers and name information on accounts as requested.
Processes and renew CDs and send appropriate notices.
Processes payment requests and utilizes DocuSign to capture necessary signatures.
Attends appropriate training annually to ensure awareness of fraudulent activity (BSA, Phish).
Identifies and reports suspicious activity relating to member accounts.
Completes assigned continuing education classes through online learning modules provided.
Understands and agrees to abide by the policies and procedures established by Sandia Area Federal Credit Union and federal and state legal and regulatory guidelines, including the policies of Sandia Area Federal Credit Union.
Maintains the highest degree of personal attendance and ensures that attendance standards and policies are adhered to completely with appropriate Sick and PTO usage every month.
At ease selling Credit Union products and services.
Provides error resolution for member accounts even if errors are made by another employee.
Provide floor coverage and support as needed and directed.
Authenticate members fully through the various communication channels and ensure the propriety and safety of delicate member information, both personal and account related.
Troubleshoot Debit and Credit Card issues and order replacements if needed.
Provide loan payoff information accurately to members and dealerships.
Take loan and credit card payments accurately and end of day balancing.
Provides online and mobile banking set up and troubleshooting.
Conducts account maintenance and understands their responsibility of changing phone numbers, email addresses and physical addresses as it relates to potential fraud.
Takes applications for loan products and refers members to appropriate financial services that the credit union provides.
Educates members on potential products and loans that could help them with their financial wellness.
Transfer members to appropriate personnel, branches, and departments when needed.
Strive to resolve member concerns in a single interaction and take necessary steps to prevent a callback for the same issue when possible.
Connect with other departments for member questions not related directly to the contact center Member Records, Loan Servicing, Lending, Special Accounts, Cards and Digital Services.
Determine fee refund eligibility and educate members on the benefits of Courtesy Pay and No Bounce.
Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.
Represent the credit union with professionalism, integrity, and ethical conduct at all times.
Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.
Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.
Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.
Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.
Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.
Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.
Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.
Willing to undergo background and credit checks as required by federal and state regulations.
Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations.