MSR-Call Center

Raiz Federal Credit Union; El Paso (TX); On-site; USD 22,000 - 33,000; Full time

Job summary

Raiz FCU in El Paso is seeking a Call Center Representative to handle member interactions and transactions across channels, delivering world-class service with a professional demeanor. You will assist with questions, guide members on products, and ensure accurate, confidential handling of information.

The role emphasizes resolving issues on first contact, supporting cross-selling efforts, and maintaining compliance with BSA/CIP requirements through required training.

Qualifications

• Education – High School degree or equivalent.
• Minimum of 1 year of customer service experience.
• Previous credit union experience is a plus.
• Demonstrated leadership and interpersonal abilities.
• Understanding of financial industry concepts, related laws, and regulations.
• Must have good communication and interpersonal skills.

Responsibilities

• A trusted expert on member needs and services.
• A natural communicator with members and team.
• A guide through the moments that matter to our members.
• Maintains confidentiality and protects member information.
• Resolve member questions via multiple channels with care and accuracy.
• Provide quality financial services and guidance to members and prospective members.
• Support cross-selling efforts and achieve financial goals for members.

Skills

Customer service

Communication

Conflict management

Multitasking

Problem solving

Education

High School diploma

Tools

MS Office

Job description

Job Details

Job Location: Pullman Operations Center - El Paso, TX 79936

Address: 1241 Pullman Dr., El Paso, TX 79936

Company Overview

At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to call center management and is responsible for handling member interaction and transactions through multiple channels within the call center. Provides guidance and answers to questions related to credit union and all other related services. Knowledgeable technology-driven expert who is educated on all services provided. Attends required training and demonstrates a willingness to continue learning. Supports cross-selling efforts and solves problems within the first interaction by providing world class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving issues while maintaining a professional demeanor.

Responsibilities

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members
• Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information
• Demonstrate the ability to give sound advice considering our members' best interests by assisting with any questions and concerns within the first interaction
• Responsible for providing quality financial services to members and prospective members
• A comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goals
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller
• Responsible to make efforts in account retention and/or properly closing all accounts.
• Responsible for handling member interaction and transactions such wires, payments, and account transfers, to included additional assigned duties
• Fulfill members request by thorough research to resolve discrepancies in multiple transaction types to include all channels of communication such as chat and secure messages
• Must have excellent interpersonal, conflict management, and communication skills, including the ability to interact team, management and members; proficient verbal and written communication should always be displayed
• Demonstrated ability to manage multiple systems, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills in a fast-paced environment
• Understanding of card maintenance responsibilities to include the credit card portfolio, such as travel notes, disputes, fraud cases and general account maintenance
• Responsible to interact with members via secure message, chat, audio, and video
• Attends required training and demonstrates a willingness to keep learning
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training
• Assists with other duties as assigned or identified.

Qualifications

• Education – High School degree or equivalent
• Minimum of 1 year of customer service experience
• Previous credit union experience is a plus
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and able to multi-task
• Proficient in Microsoft Office and web-based applications

Contract and Compensation

Full Time, Hourly (40 Hours)

Hours: Monday through Friday, some Saturdays

Pay Range: $15.98-$23.97