MEMBER SERVICES REPRESENTATIVE

Sandia Area Federal Credit Union; Albuquerque (NM); On-site; USD 22,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Short-Term Disability

Life Insurance

AD&D

Holiday Pay

Vacation

Sick Leave

Tuition Reimbursement

401(k) Plan

Pension Plan

Career advancement

Job summary

Sandia Area Federal Credit Union in Albuquerque, NM is seeking a Contact Center MSR to join our member-focused team. You will handle member inquiries across phone, chat, text, email, and secure messaging while delivering high-value banking services.

Ideal candidates have a High School Diploma or GED and at least 1 year of experience in call center or financial services, with a friendly, professional demeanor and a strong commitment to member confidentiality.

Qualifications

• Strong customer service and problem-solving skills for member inquiries.
• Ability to troubleshoot technical issues and guide members remotely.
• Excellent time management and ability to multitask in a fast-paced environment.

Responsibilities

• Deliver exceptional service to members through phone, chat, text, email, secure messaging, and video channels.
• Assist members with account servicing, digital banking support, lending inquiries, and other financial needs with accuracy and professionalism.
• Identify opportunities to strengthen member relationships by recommending products and services that support their financial goals.
• Resolve member concerns by collaborating with teammates and business partners to provide timely and effective solutions.
• Maintain quality, compliance, and information security standards while safeguarding member information.
• Participate in training and development opportunities to enhance knowledge, skills, and service excellence.
• Contribute to a positive, high-performing team culture that reflects Sandia Area's core values and commitment to member success.

Skills

Customer service

Technical troubleshooting

Time management

Team collaboration

Mentoring

Confidentiality

Education

High School Diploma or GED

Tools

Microsoft Office

Online banking platforms

Job description

Job Details: Job Location: Albuquerque, NM 87109, Position Type: Full Time, Education Level: High School Degree or Equivalent, Travel Percentage: None, Job Shift: Day, Job Category: Banking, Are you ready to embark on this exciting adventure? Sandia Area FCU as a Contact Center MSR!

Location

Albuquerque, NM 87109

Work Hours Required

• Monday through Friday 8:00 AM to 6:00 PM
• Rotating Saturday 9:00 AM to 1:00 PM

Please note that this schedule is subject to change as needed.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Paid Short-Term Disability, Life Insurance and AD&D
• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
• Tuition Reimbursement for Professional Development
• 401(k) Plan with Employer Match
• Pension Plan for Long-term Security
• Exciting Opportunities for Career Advancement
• We’re here to support your growth and well-being!

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Team members are expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth while contributing to our vision of empowering lifelong achievement through better banking.

Responsibilities

• Deliver exceptional service to members through phone, chat, text, email, secure messaging, and video channels.
• Assist members with account servicing, digital banking support, lending inquiries, and other financial needs with accuracy and professionalism.
• Identify opportunities to strengthen member relationships by recommending products and services that support their financial goals.
• Resolve member concerns by collaborating with teammates and business partners to provide timely and effective solutions.
• Maintain quality, compliance, and information security standards while safeguarding member information.
• Participate in training and development opportunities to enhance knowledge, skills, and service excellence.
• Contribute to a positive, high-performing team culture that reflects Sandia Area's core values and commitment to member success.

Qualifications: Knowledge, Skills, and Abilities (KSAs)

• 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.
• Desire to mentor and train newer employees after sufficient experience is achieved.
• 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.

Minimum Education and Experience Requirements

• HSD or GED
• One (1) year(s) of applicable experience required.
• Financial institution experience preferred.
• Call center experience a plus.
• Bilingual ability a plus.
• Familiarity and proficiency with online and mobile banking expected.
• Experience identifying product and service needs and confidently offering solutions.

Equal Opportunity Employer

Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer.

SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.