Call Center Representative

4 weeks ago

Santa Fe, United States State Employees Credit Union Full time

POSITION TITLE: Call Center Representative

REPORTS TO: Call Center Supervisor

SUPERVISES: N/A

JOB STATUS: Non-Exempt

JOB GRADE 8: $18.51 Starting Hourly Rate


**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.

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