Call Center Member Service Officer

Southwest Airlines Federal Credit Union; Dallas (TX); On-site; USD 40,000 - 62,000; Full time

Benefits offered by this job

Free health insurance

Free vision insurance

Free life insurance

Free disability insurance

Free employee checking

Paid time off

13 paid holidays

401(k) with employer match

Casual dress code

Ongoing training

Employee recognition programs

Wellness activities

Job summary

Southwest Airlines Federal Credit Union, a community-focused credit union, seeks a Call Center Member Service Officer at our corporate office near Love Field. You will handle inbound calls, assist with accounts, loans, online banking, and product cross-selling while upholding SWACU policies and delivering exceptional member service.

Ideal candidates have 1–3 years in a call center and financial experience, with strong communication, multitasking, and a professional, friendly demeanor.

Qualifications

• 3+ years in a call center environment is preferred.
• Financial experience is recommended.
• Must pass credit and background check.

Responsibilities

• Assist members with accounts, online banking, loans and payments.
• Promote SWACU products and services to members while meeting incentives.
• Maintain confidentiality and verify member information.
• Meet adherence goals and service quality targets.
• Adhere to applicable regulations and policies.

Skills

Positive attitude

Customer service

Multitasking

Clear communication

Education

High School diploma or equivalent

Tools

Call Center Software

Microsoft Outlook

Excel

Word

Teams

Job description

Career Opportunities with Southwest Airlines Federal Credit Union

A great place to work.

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Southwest Airlines Federal Credit Union , a world-class financial institution, is looking for a Call Center Member Service Officer located at our corporate office near Love Field Airport.

The Benefits of Working Here:

We work hard to ensure that our employees work in an environment of respect, trust, and fun! We are committed to helping our employees stay healthy, feel secure, grow and development, and maintain a work/life balance through our comprehensive benefit programs:

• FREE health insurance
• FREE vision insurance
• FREE life insurance
• FREE short-term and long-term disability
• FREE employee checking account
• Paid Time Off up to 3 weeks per year
• 13 Paid Holidays (2 ½ weeks of more paid time off!)
• Flexible Spending Accounts
• 401(k) plans with employer match
• Casual dress code, every day!
• Ongoing training through classroom and online formats
• Employee recognition programs
• Employee committees that promote culture, fun, and wellness
• Monthly company-wide activities for our employees, like Baseball Day, Chocolate Chip Day, Summer Luau, Say Something Nice Day, Biggest Loser, and a Step Challenge

What does a Call Center Officer do?

You are the voice of SWACU! We are looking for a professional-minded candidate to assist our members through inbound calls with their account and loan needs. You will be utilizing your top-notch, quality, member service skills, building relationships, and following SWACU’s policies and procedures with every interaction. When helping members in Member Services, you must be able to multitask, stay focused and organized, and work efficiently in a fun, fast-paced environment, while ensuring the members’ needs are met. In addition to salary, opportunities for incentives include excellent attendance, meeting call center abandon rate, adherence goals, and meeting personal sales goals.

Responsibilities include:

• Assisting members with:
  • Opening, maintaining, and closing accounts,
  • Online and mobile banking, mobile deposits, and bill pay
  • Transactions, reconciling and reviewing history on accounts and loans
  • Rates and Fees associated with member accounts
  • Order, maintain, close and troubleshoot plastic card issues
• Educating members to meet their needs and enhance their banking experience by actively marketing and cross-selling current and new SWACU products and services – while earning an incentive!
• Maintaining member confidentiality and minimizing risks through proper verification and sound judgment
• Meeting and exceeding personal adherence goals and quality service scores, and maintaining excellent attendance
• Assisting the Call Center with meeting abandon rate goals
• Adhering to Federal and State Regulations and Credit Union Policies and Procedures

Qualifications:

• Great attitude and enthusiasm!
• Understand the benefits of a Credit Union
• Have a comprehensive knowledge of using a computer, familiar with Call Center Software, Microsoft Outlook, Excel, Word, and Teams
• Clear written and verbal communication while maintaining professional, courteous, and friendly service to our members and co-workers
• Interpersonal skills to effectively suggest new products and services to our members
• Ability to multi-task and maintain organization and efficiency in a fast-paced environment
• Ability to troubleshoot, take ownership, problem-solve, and follow-through
• High School diploma or equivalent
• One to three years of experience in a Call Center environment
• One to three years of financial experience
• All qualified candidates must pass a credit and background check to be qualified

Pay:

DOE and eligible for monthly incentive pay

Schedule:

Monday to Friday, 8:15 am – 5:15 pm

Company Overview:

Southwest Airlines Federal Credit Union provides a complete array of financial services for all employees and families of Southwest Airlines and over 200 more companies across the United States. Since our inception, we have continued to maintain a rapid pace of growth throughout our four branches in TX and AZ! We now serve over 50,000 members nationwide and we’re still growing! Our members enjoy the most elite financial services and the best member service around! Learn more about us on our website: https://www.swacu.org/connect/careers.html