Sandia Area Federal Credit Union · 4 hours ago
PART-TIME MEMBER SERVICES REPRESENTATIVE - Bilingual a plus
Albuquerque, NM
Part-time
Onsite
Entry Level
1+ years expSandia Area Federal Credit Union is a financial institution dedicated to delivering high-value banking and lending services. They are seeking a Part-Time Member Services Representative to provide exceptional member service and support through various communication channels, ensuring member satisfaction and operational efficiency.
BankingFinancial ServicesNon Profit
Responsibilities
Provides exceptional member service to both fellow employees and members by maintaining excellent attendance and being present each day to inspire and delight our team and members
Explains the features and benefits of all Credit Union products and services to recommend and cross sell Credit Union products/services, as appropriate
Provides deposit, loan rate, and service information; also establishes new memberships and suffixes
Strives to resolve all member concerns correctly during the first interaction and follows up when necessary
Processes Line of Credit (LOC) advances and wire transfers
Provides merchant verifications and loan payoffs
Processes loan applications, check orders, loan payments and credit card payments
Consistently addresses member questions to ensure a one-touch resolution reducing the need for member call backs and future follow up
Processes/prepares research requests for members and ensures completions of requested tasks
Stays abreast of department emails, marketing campaigns, policy/procedure changes
Maintains knowledge of Credit Union operations, including policy, procedure and job aids with particular attention to the proper use of Sick and PTO time to maintain excellent attendance
Ensures the security and confidentiality of pertinent member and credit union information and records
Familiar with the Bank Secrecy Act (BSA), Patriot Act and the Office of Foreign Assets Control (OFAC), as applicable to this position as well as the credit union
Complies with security procedures and member authentication
Contributes to proper security and controls by keeping Contact Center Supervisors, Managers and Vice President properly informed of problems and/or unusual circumstances
Properly updates addresses, emails, phone numbers and name information on accounts as requested
Processes and renew CDs and send appropriate notices
Processes payment requests and utilizes DocuSign to capture necessary signatures
Attends appropriate training annually to ensure awareness of fraudulent activity (BSA, Phish)
Identifies and reports suspicious activity relating to member accounts
Completes assigned continuing education classes through online learning modules provided
Understands and agrees to abide by the policies and procedures established by Sandia Area Federal Credit Union and federal and state legal and regulatory guidelines, including the policies of Sandia Area Federal Credit Union
Maintains the highest degree of personal attendance and ensures that attendance standards and policies are adhered to completely with appropriate Sick and PTO usage every month
At ease selling Credit Union products and services
Excellent oral and written communication skills and ability to type with minimal errors
High level of analytical ability where problems are complex (i.e. transaction, loan problems)
Strong levels of organizational skills and ability to facilitate multiple member inquiries fully
Natural desire to work within the framework of the team and put the membership, the Credit Union, and the team first when making decisions that may impact different levels of the organization
Provides error resolution for member accounts even if errors are made by another employee
Provide floor coverage and support as needed and directed
Authenticate members fully through the various communication channels and ensure the propriety and safety of delicate member information, both personal and account related
Troubleshoot Debit and Credit Card issues and order replacements if needed
Provide loan payoff information accurately to members and dealerships
Take loan and credit card payments accurately and end of day balancing
Provides online and mobile banking set up and troubleshooting
Conducts account maintenance and understands their responsibility of changing phone numbers, email addresses and physical addresses as it relates to potential fraud
Takes applications for loan products and refers members to appropriate financial services that the credit union provides. Educates members on potential products and loans that could help them with their financial wellness
Transfer members to appropriate personnel, branches, and departments when needed
Strive to resolve member concerns in a single interaction and take necessary steps to prevent a callback for the same issue when possible
Connect with other departments for member questions not related directly to the contact center Member Records, Loan Servicing, Lending, Special Accounts, Cards and Digital Services
Determine fee refund eligibility and educate members on the benefits of Courtesy Pay and No Bounce
Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities
Represent the credit union with professionalism, integrity, and ethical conduct at all times
Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines
Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards
Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy
Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions
Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements
Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization
Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices
Willing to undergo background and credit checks as required by federal and state regulations
Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations
Qualification
Required
HSD or GED
One (1) year(s) of applicable experience required
Familiarity and proficiency with online and mobile banking expected
Experience identifying product and service needs and confidently offering solutions
Preferred
Financial institution experience preferred
Call center experience a plus
Bilingual ability a plus
Benefits
Holiday Pay, Vacation, Birthday, & Sick Leave
Tuition Reimbursement for Professional Development
401(k) Plan with Employer Match
Pension Plan for Long-term Security
Exciting Opportunities for Career Advancement
Company
Sandia Area Federal Credit Union
Sandia Area Federal Credit Union offers banking and financial services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Nagaki
Chief Financial Officer
Recent News
Business Journals
2023-02-01
Business Journals
2022-09-02
Company data provided by crunchbase