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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