Call Center Representative

Security Service Federal Credit Union; El Paso (TX); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401K with company match

Tuition reimbursement

On-site fitness center

Job summary

Security Service Federal Credit Union is seeking a customer-focused professional in El Paso to promote SSFCU products and provide outstanding service across contact channels. The role emphasizes building long-term member relationships and maintaining compliance with policies and procedures.

Ideal candidates bring call center or financial institution experience, strong communication skills, and a proactive, business-owner mindset.

Qualifications

• Minimum three years of call center or financial institution experience.
• Knowledge of SSFCU products and services to recommend options.
• Excellent verbal communication and writing skills.

Responsibilities

• Promotes SSFCU products and services to existing and potential members.
• Provides outstanding service through all contact channels.
• Supports MCC agents with escalated member situations.
• Follows established policies, processes and procedures for transactions and inquiries.
• Leads, mentors, and collaborates with peers to improve service and growth.

Skills

Call center experience

Financial institution experience

Customer service

Sales

Officer level skills

Leadership/mentoring

Education

High school diploma or equivalent

Tools

Word

Excel

Internet

Job description

Promotes SSFCU products and services to existing and potential members while providing outstanding service through all contact channels. Offers guidance and support to foster a long term, full service relationship, and follows Member Contact Center standards, processes, established policies, and procedures when processing various transactions and inquiry requests. Provides support to MCC agents with escalated member situations, ensuring the best possible solution for the member and the credit union is achieved. Provide a high level of service to our members by providing consistent, friendly, personalized service to each caller. Demonstrates solid knowledge in Officer Level Skills as well as proficiency in the Assist and Escalation skills. Thoroughly and consistently processes member transactions/requests in an efficient and accurate manner within all established processes and procedures while following all applicable regulations and making exceptions when appropriate. Supports SSFCU's vision to expand and build member relationships in possessing advanced knowledge of SSFCU products and services. Recommends products and services that align with member needs and enhance the member experience, contributing to our growth and profitability. Consistently demonstrates a business owner mentality and actively engaging in and fostering a teamwork environment. Provides suggestions for improvement and performs leadership functions. Proactively leads, teaches, and mentors fellow peers. Demonstrates empowerment through confidence and a strong ability to make decisions, balancing the best interest of our membership and credit union. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization's Values.

SNPIJ

What We Require:

Must reside in the El Paso area, within the State of Texas.

High school diploma or equivalent. Minimum of three (3) years of call center or financial institution or comparable experience in cash handling, customer service, or sales. Supports SSFCU's vision to expand and build member relationships with a thorough level of knowledge of SSFCU products and services. Recommends products and services to enhance the member experience that will contribute to our growth and profitability. Demonstrates a positive, professional and business owner mentality. Actively engages and participates in a teamwork environment. Demonstrates increasing levels of empowerment through confidence and decision making with less dependence on Supervisors for solutions that balance the interest of our membership and the credit union. High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills. Able to operate a personal computer and good knowledge of Word, Excel, and Internet. Assumes and develops Officer level skills and increases knowledge in order to foster professional growth and additional responsibilities.

Ideal Candidate Will Have:

Excellent problem solving skills. Time management skills to include being timely and efficient in all aspects of job. Ability to multitask in a fast-paced environment.

Who We Are:

Security Service Federal Credit Union is an industry leader who has built a reputation of innovation, strength, and stability. We pride ourselves on discovering and developing employees who have exceptional character and a genuine passion for helping others. In return, we deliver a comprehensive total rewards package that supports the financial, physical, and emotional wellbeing of our employees.

Our Core Values:

All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.

What We Offer:

SSFCU offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.

Additional Information:

We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

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