Job 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: Northeast Albuquerque, NM (this is not a remote position). Work Schedule Monday through Friday 8:00 AM to 4:30 PM Rotating Saturday 9:00 AM to 1:00 PM As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being: Comprehensive Medical, Dental, and Vision Insurance Paid Short-Term Disability, Life Insurance and AD&D Holiday Pay, Vacation, Birthday, Floating Holiday & 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 procedure