MEMBER SERVICES REPRESENTATIVE - Bilingual a plus

Member Services Representative

Albuquerque, NM 87109

Overview

Position Type Part Time Job Shift Day Education Level High School Degree or Equivalent Travel Percentage None Category Banking

Description

Are you ready to embark on this exciting adventure? Don't miss out on this fantastic opportunity to join our team at Sandia Area FCU as a Contact Center MSR! Apply now and start making a difference in the lives of our members and your career!

Location: Albuquerque, NM 87109

Work Schedule: (not a remote or hybrid position)

- Monday through Friday, 9:00 AM to 4:00 PM - a day off during the week TBD.

- Required Saturdays, 9:00 AM to 1:00 PM

Please note that this schedule is subject to change as needed.

As a valued part-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• 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
• We're here to support your growth and well-being!

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As a Member Services Representative at Sandia Area, you are responsible for delivering excellent service while maintaining personal accountability in your actions and behaviors. By prioritizing member satisfaction and operational efficiency, you directly contribute to the organization's mission of strengthening financial well-being for our members and community. You are entrusted to uphold our values in every interaction, ensuring trust, accuracy, and a focus on service excellence.

Reporting directly to the Member Contact Center Supervisor, the Member Services Representative is responsible for providing high-quality member service through various communication channels including telephone, chat, text, email, and secure messaging. The representative processes a variety of member requests such as account inquiries, transaction processing, and loan applications, while also delivering accurate information regarding Credit Union products, services, rates, and policies. A strong emphasis is placed on professionalism, timely responses, attention to detail, and a commitment to resolving member needs with efficiency and care. This position requires the ability to navigate multiple systems, follow compliance procedures, and adapt to updates in service delivery while maintaining a positive and solutions-focused approach. Success in this role is measured by Member Contact Center performance standards including member satisfaction, product knowledge and offerings, statistical metrics related to efficiency and schedule adherence as well as a positive and engaging personality to our members.

Duties and Responsibilities

Relationship Building & Consultative Services

• 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.

Compliance & Policy Adherence

• 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.

Department Operational Support

• 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.

Transaction & Account Support

• 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.

Expectations of all Sandia Area employees

• 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