Call Center Representative (Santa Fe)

State Employees Credit Union of New Mexico; Santa Fe (NM); On-site; USD 54,442,752 - 65,904,384; Full time

Job summary

State Employees Credit Union of New Mexico is seeking a Call Center Representative in Santa Fe. The role handles inbound member questions, processes routine transactions, and forwards calls to the appropriate staff while promoting SECU NM products and services.

The position is on-site with no remote option at this time. Requires high school diploma or GED and at least 12 months credit union experience or related experience, with strong communication skills and a professional demeanor.

Qualifications

• Excellent verbal and written communication skills required.
• Must be able to type and operate office machines.
• Patient, tactful, enthusiastic and professional with members and the public.

Responsibilities

• Answer inbound calls and provide professional, single-stop service to members.
• Process transactions (deposits, withdrawals, loan payments, checks) and forward calls as needed.
• Promote SECU NM products and services to meet member needs.
• Accurately post phone transactions and mail receipts or documents as directed.
• Provide information about Credit Union services and policies to members.
• Research account issues and assist with payroll deductions and direct deposits.

Skills

Excellent communication

Typing

Patience & professionalism

Education

High school diploma or GED

Job description

POSITION TITLE: Call Center Representative (Santa Fe)

REPORTS TO: Call Center Supervisor

SUPERVISES: N/A

JOB STATUS: Non-Exempt

JOB GRADE 8: Starting pay rate for this position is $21 hourly (which includes a $1 per hour pay differential)

This position works on-site. Remote work is not available at this time.

Job Summary

This employee will provide initial member contact for all in-bound calls through the public-access numbers. The representative will handle all member questions on outlined topics and will also act as a switchboard to forward calls specific for one employee or out of required job knowledge or access levels.

Duties/Responsibilities

• Promptly answer inbound phone calls and provide professional, single-stop service to members in need of account information and willingness to solve member questions and issues.
• Represent the Credit Union to the members in a courteous and professional manner and provide prompt, efficient and accurate service in the processing of transactions.
• Perform routine transactions, including but not limited to ordering checks and ATM/debit cards, processing deposits, withdrawals, and loan payments, and transfers.
• Recommend State ECU products and services to meet member needs.
• Accurate posting of phone transactions.
• Mail receipts, account maintenance forms, account summaries and official checks to members as indicated by policy and procedure.
• Provide by telephone, general, and specific service-related information concerning Credit Union services or policies.
• Respond to member's requests, problems, and complaints, and/or directs them to the proper person for specific information and services.
• Provide members with all necessary information for membership and service/maintenance existing accounts.
• Research accounts for deposit, withdrawal, and loan payment discrepancies.
• Assist members in balancing their accounts.
• Research and resolve member account problems.Assist members with the proper completion of payroll deduction and direct deposit forms.
• Set up payroll distribution amounts.
• Comply with all policies and procedures and all regulatory requirements including but not limited to USA Patriot Act, BSA, OFAC, CIP, Member Due Diligence, and Reg J.
• Performs other duties as assigned.

Required Skills/Abilities

• Excellent verbal and written communication skills are necessary.
• Must have knowledge of office machines and equipment and be able to type.
• Patience, tact, enthusiasm and positive attitude toward the members and general public.

Education/Experience

• A minimum of 12 months credit union experience or related experience is required.
• Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).

General Requirements

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:

• Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adheres to policy on Drug Free Workplace.
• Complies with company policies and procedures and local, state and federal regulations.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

State Employees Credit Union offers a highly competitive benefits package

Applications must be received by Human Resources

State Employees Credit Union of New Mexico is an Equal Opportunity Employer

Equal Opportunity Employer, including disabled and veterans.