Call Center-Account Specialist

Our Company

At Raiz FCU, we share a passion for knowledge and a 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 the lead the way with passion.

Job Overview

This position reports to Call Center Management and is responsible for assisting member acquisition for all account types. The Account Specialist will be 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.

• 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

Position Details:

Non-Exempt (Hourly)

Hours: Monday-Friday, occasional Saturdays

1241 Pullman Dr., El Paso, Tx 79936

Pay Range:

$17.34-$26.01

Skills and Experience

• Education - High school degree or equivalent
• Associate's degree in business (or a related field) or a minimum of two years of experience in customer service or sales in place of a formal degree.
• Two years of sales experience with a focus on financial services is strongly preferred.
• Previous credit union experience is a plus
• Must have excellent interpersonal, conflict management, and communication skills, including the ability to interact with team, management, and members; proficient verbal and written communication should always be displayed
• 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 ability to multi-task
• Proficient in Microsoft Office and web-based applications
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills

Role Description and Essential Duties

• Establish new membership, maintenance accounts, open checking accounts, IRAs, Certificate of Deposit, and Special Accounts (fiduciary, organizational, social security rep. payee, estate, guardianship, and revocable living trust).
• Responsible for making efforts in account retention and/or properly closing all accounts.
• Assists in auditing signature cards. Review and process necessary forms for power of attorney documentation
• 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 Online/Mobile banking issues and Personal Audio Teller
• Responsible for handling member interaction and transactions such as wires, payments, and account transfers, including additional assigned duties
• Fulfill member's request by thorough research to resolve discrepancies in multiple transaction types to include all channels of communication such as chat and secure messages
• 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.