Call Center Representative, 4th/Rosemont, Bilingual Preferred

$32,594 - $32,594/Yr

Rio Grande Credit Union - Albuquerque, NM

Full-time - Entry Level

Albuquerque, NM

Credit Intermediation and Related Activities

About the position

The Member Resource Center Representative is responsible for delivering high-quality member service primarily through telephone interactions. This role involves processing member transactions, providing information about products and services, and assisting with various member-related requests. The representative must maintain service levels and adhere to credit union policies while effectively communicating with members and staff.

Responsibilities

• Provide excellent member service at all times to the members and staff.
• Enter member transactions into the system to record transactions.
• Provide deposit, loan rate, and service information.
• Educate, refer, and sell products and services by explaining features and benefits, as appropriate.
• Follow account comments, alerts, and notes.
• Assist members with routine-related requests including balances, check clearings, deposit postings, and statement information.
• Process transactions, including funds transferred between accounts and loan payments.
• Process and explain procedures on member accounts, including stop payments, address changes, and line of credit advances.
• Provide membership information, field of membership qualification, and new account initiation.
• Provide information on new and ongoing promotions.
• Initiate auto transfer requests and verify incoming member deposits.
• Communicate loan payoff requests to the payoff group.
• Maintain high service levels and low call abandon rates.
• Transfer incoming calls to appropriate individual employee or department.
• Keep abreast of all credit union product and procedure changes.
• Adhere to Credit Union policies and procedures as they relate to job functions and the employee handbook.
• Assist in any other area as directed by the Member Resource Center Manager, Member Resource Center II, VP of Marketing and Member Service, and President/CEO.
• Accurately identify all members using RGCU approved Verification Repgen.
• Accurately perform OFAC during transactions such as initiating wires.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags and report suspicious activity to the Risk Management department.

Requirements

• 6 months to 2 years of related experience.
• 2-year degree or completion of a specialized course of study OR 2 years of related experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence and effectively present information in one-on-one and small group situations.
• Knowledge of Symitar's, Microsoft Excel, and Microsoft Word.

Nice-to-haves

• Bilingual skills preferred.

Benefits

• Competitive hourly wage starting at $15.67 per hour.
• Full-time employment with potential for career advancement.