Call Center Representative - Member Contact Center

Working at Kirtland FCU is more than a job-it's a career, and one in the financial world! We pride ourselves on helping our employees learn, grow, and advance in any direction they choose. We offer a highly competitive salary, great benefits package and an energetic, vibrant work environment. Visit our careers page on our website to view our exciting opportunities and our fantastic benefits.

We are currently seeking a Member Service Specialist to join Kirtland FCU.

Join the rest of our teammates and become eligible for a generous benefits package that we offer:

• Medical, Dental and Vision Insurance
• 401(k) Retirement savings program that includes employer match
• Paid time off with accrual starting from day one
• Tuition Reimbursement for College Degrees
• Employee Clothing Advance
• Paid holidays: In addition to New Year's Day, Independence Day, Veterans' Day, Thanksgiving Day, Christmas Day, Memorial Day, and Labor Day, we also observe Martin Luther King Day and President's Day.
• Fitness Reimbursement Program
• Employee Assistance Program
• Short and Long Term Disability
• Travel Assistance

This is what we'd like you to do:

Responsible for answering member inquiries via telephone, e-mail and fax while providing quality member service. Support the credit union's mission, vision, strategic goals and service standards. Support and provide exceptional internal and external member service. Identify and provide appropriate deposit and loan product support.

These are what your duties and responsibilities will be:

• Responsible for basic to intricate technical support and member questions, concerns and needs via incoming/outgoing telephone calls and through online delivery channels.
• Provide technical support to include: a help desk function for all home banking, bill payment, and web-based applications. Assist members with online banking, bill payment and web based applications.
• Assist members with online banking, bill payment and web based applications.
• Provide answers to all member questions regarding statements, marketing materials, and all other communications sent through all channels.
• Assist with onboarding and cross-selling source for all new members.
• Provide courteous and responsive service by using basic service principles, use the appropriate greeting, call member by name, listen proactively, execute the proper transaction, meet or exceed the member's needs, and thank member.
• Process transactions with accuracy, and deliver in a courteous timely manner. Transactions include: loan payments, wires, transfers, and online banking support.

Assumes responsibility for related duties as required or assigned

• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Support continuous quality improvement, including documenting and maintaining processes.
• Promote teamwork within the department to ensure that all employees work together to satisfy the needs of the credit union and our members.
• Actively and professionally cross sells Credit Union services.

Can you bring to the table:

Education/Certification:

• Associates degree in business or related field preferred.

Required Knowledge:

• Knowledge and familiarity with banking products, process and services strongly preferred.
• Basic understanding of Credit Union Operations preferred.

Experience required:

• One to three years of call center experience or banking experience in Teller Operations or Lending Platform preferred.
• One to three years call center or customer service experience.

Skills/Abilities:

• Strong interpersonal skills with the ability to work well with members and other employees.
• Strong Member Service Skills.
• Strong problem resolution skills.
• Strong Multi-tasking abilities.
• Ability to work with a high degree of efficiency, accuracy and self-accountability in a fast-paced environment.
• Detail Oriented.
• Proficient in Microsoft Office.

To apply for this position, visit our careers page at www.kirtlandfcu.org/careers

Kirtland Federal Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.