Call Center Representative - job 2 of 2

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.
• 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 all other assigned duties.
• Performs other related duties as assigned.

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).

QUALIFICATIONS:

• 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.

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.
• 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.
• Finger and hand dexterity required.
• 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.
• 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