POSITION TITLE: Call Center Representative
REPORTS TO: Call Center Supervisor
SUPERVISES: No
JOB STATUS: Non-Exempt
JOB GRADE 8: $18.51 Starting Hourly Rate
JOB SUMMARY:
Successful candidate 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.
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Perform routine transactions, including but not limited to ordering checks and ATM/debit cards, processing deposits, withdrawals, and loan payments, and transfers.
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Recommend State ECU products and services to meet member needs.
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Accurate posting of phone transactions.
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Mail receipts, account maintenance forms, account summaries and official checks to members as indicated by policy and procedure.
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Provide by telephone, general, and specific service-related information concerning Credit Union services or policies.
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Respond to member's requests, problems, and complaints, and/or directs them to the proper person for specific information and services.
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Provide members with all necessary information for membership and service/maintenance existing accounts.
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Research accounts for deposit, withdrawal, and loan payment discrepancies.
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Assist members in balancing their accounts.
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Research and resolve member account problems.
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Assist members with the proper completion of payroll deduction and direct deposit forms.
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Set up payroll distribution amounts.
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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.
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Performs all other assigned duties.
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Performs other related duties as assigned.
EDUCATION/ EXPERIENCE:
- A minimum of 12 months credit union experience or related experience is required.
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Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).
QUALIFICATIONS:
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Excellent verbal and written communication skills are necessary.
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Must have knowledge of office machines and equipment and be able to type.
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Patience, tact, enthusiasm and positive attitude toward the members and general public.
GENERAL REQUIREMENTS:
Must be capable to execute all terms and conditions set forth in the Employee Handbook,
including but not limited to:
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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.
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Adheres to policy on Drug Free Workplace.
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Complies with company policies and procedures and local, state and federal regulations.
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As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).
PHYSICAL REQUIREMENTS:
- Requires sitting for long periods of time, some standing, walking, kneeling, stooping, bending, lifting, grasping and fine hand coordination. Visual and aural acuity required.
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Finger and hand dexterity required.
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Must be able to lift 15 pounds maximum, with occasional lifting and/or carrying of objects weighing up to 10 pounds.
- Requires ability to remain calm under stressful situations.
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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