Sandia Area Federal Credit Union
FULL-TIME MEMBER SERVICES REPRESENTATIVE - Bilingual a plus
Sandia Area Federal Credit Union, Albuquerque, New Mexico, United States, 87101
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MEMBER SERVICES REPRESENTATIVE
role at
Sandia Area Federal Credit Union
Location: Northeast Albuquerque, NM (this is not a remote position)
Work Schedule: Monday – Friday 8:00 am – 4:30 pm; Saturday 9:00 am – 1:00 pm
What We Can Offer You As a Full-time Employee
Medical, Dental & Vision Insurance
Paid Short-Term Disability, Life Insurance and AD&D
Paid Federally Recognized Holidays
Vacation, Birthday, Floating Holiday & Sick Leave
Tuition Reimbursement
401(k) with Employer Match
Pension Plan
Opportunities for advancement
Overall Job Purpose Every role at Sandia Area plays a vital part in delivering high-value banking and lending services that strengthen the financial well‑being of our members and community.
As a Member Services Representative you are responsible for delivering excellent service while maintaining personal accountability, prioritizing member satisfaction and operational efficiency, and upholding our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth.
Duties And Responsibilities Relationship Building & Consultative Services
Provide exceptional member service to both employees and members, ensuring excellent attendance and daily presence.
Explain features and benefits of all Credit Union products and services to recommend and cross‑sell as appropriate.
Provide deposit, loan rate, and service information; establish new memberships and suffixes.
Strive to resolve all member concerns during the first interaction and follow up when necessary.
Process Line of Credit advances and wire transfers.
Provide merchant verifications and loan payoffs.
Process loan applications, check orders, loan payments and credit card payments.
Consistently address member questions to ensure a one‑touch resolution.
Prepare research requests for members and ensure completion of requested tasks.
Stay abreast of department emails, marketing campaigns, and policy changes.
Compliance & Policy Adherence
Maintain knowledge of Credit Union operations, policies, procedures, and job aids, with emphasis on correct use of Sick and PTO time.
Ensure security and confidentiality of member and Credit Union information and records.
Familiar with the BSA, Patriot Act and OFAC requirements as applicable.
Comply with security procedures and member authentication.
Inform Contact Center Supervisors, Managers and VP of any issues or unusual circumstances.
Update addresses, emails, phone numbers and name information on accounts as requested.
Process and renew CDs and send appropriate notices.
Process payment requests and use DocuSign to capture necessary signatures.
Attend required annual training for fraud awareness (BSA, Phish).
Identify and report suspicious activity relating to member accounts.
Complete assigned continuing education classes through online modules.
Comply with all policies and regulations established by the Credit Union.
Department Operational Support
Maintain highest attendance standards with appropriate Sick and PTO usage each month.
Sell Credit Union products and services comfortably.
Display excellent oral and written communication skills with minimal errors.
Apply strong analytical ability to complex problem resolution (e.g., transaction, loan).
Demonstrate strong organizational skills and multitasking ability.
Work as part of a team, placing Credit Union and member interests first.
Resolve member account errors, even if caused by another employee.
Provide floor coverage and support as directed.
Transaction & Account Support
Fully authenticate members across communication channels ensuring privacy.
Troubleshoot debit and credit card issues and order replacements.
Provide accurate loan payoff information to members and dealers.
Acknowledge loan and credit card payments; perform end‑of‑day balancing.
Set up and troubleshoot online and mobile banking.
Maintain accounts, updating contact information to prevent fraud.
Process loan applications and refer members to appropriate services.
Transfer members to appropriate personnel, branches and departments.
Strive for single‑interaction resolution to prevent callbacks.
Collaborate with other departments for non‑contact‑center inquiries.
Determine fee refund eligibility and educate members on Courtesy Pay and No Bounce.
Expectations of all Sandia Area employees
Commit to upholding the organization’s mission, vision and core values in all interactions.
Represent the credit union with professionalism, integrity and ethical conduct.
Maintain thorough knowledge and strict adherence to regulations, policies, and procedures.
Consistently meet deadlines while ensuring accuracy and quality.
Foster a positive, supportive environment for members and employees.
Adhere to all regulatory and compliance policies, protecting customer data.
Maintain confidentiality and security of sensitive information.
Adapt to evolving responsibilities and take on additional duties as needed.
Show commitment to continuous learning and professional development.
Willing to undergo background and credit checks as required by law.
Understand and comply with BSA, OFAC and other financial regulations.
Knowledge, Skills, And Abilities (KSAs)
Expertise in member/customer service and technical troubleshooting with a positive attitude.
Patience and understanding with diverse member populations.
Proficiency in online and mobile banking for personal use.
Willingness to identify opportunities to help members achieve financial independence.
Desire to mentor and train newer employees after sufficient experience.
Ensure member confidentiality, even outside the Contact Center.
Exceptional time management and organizational skills.
Proactive pursuit of professional growth and adaptability to new responsibilities.
Team‑oriented with a strong collaborative mindset.
Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
Ability to lift up to 10 lbs. as needed.
Minimum Education And Experience Requirements
High School Diploma or GED.
One (1) year of applicable experience required.
Financial institution experience preferred.
Call‑center experience a plus.
Bilingual ability a plus.
Familiarity with online and mobile banking expected.
Experience identifying product and service needs and confidently offering solutions.
Submit an application to www.sandia.org/careers.
Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer. SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Referrals increase your chances of interviewing at Sandia Area Federal Credit Union by 2x.
Get notified about new Member Service Representative jobs in
Albuquerque, NM .
#J-18808-Ljbffr
MEMBER SERVICES REPRESENTATIVE
role at
Sandia Area Federal Credit Union
Location: Northeast Albuquerque, NM (this is not a remote position)
Work Schedule: Monday – Friday 8:00 am – 4:30 pm; Saturday 9:00 am – 1:00 pm
What We Can Offer You As a Full-time Employee
Medical, Dental & Vision Insurance
Paid Short-Term Disability, Life Insurance and AD&D
Paid Federally Recognized Holidays
Vacation, Birthday, Floating Holiday & Sick Leave
Tuition Reimbursement
401(k) with Employer Match
Pension Plan
Opportunities for advancement
Overall Job Purpose Every role at Sandia Area plays a vital part in delivering high-value banking and lending services that strengthen the financial well‑being of our members and community.
As a Member Services Representative you are responsible for delivering excellent service while maintaining personal accountability, prioritizing member satisfaction and operational efficiency, and upholding our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth.
Duties And Responsibilities Relationship Building & Consultative Services
Provide exceptional member service to both employees and members, ensuring excellent attendance and daily presence.
Explain features and benefits of all Credit Union products and services to recommend and cross‑sell as appropriate.
Provide deposit, loan rate, and service information; establish new memberships and suffixes.
Strive to resolve all member concerns during the first interaction and follow up when necessary.
Process Line of Credit advances and wire transfers.
Provide merchant verifications and loan payoffs.
Process loan applications, check orders, loan payments and credit card payments.
Consistently address member questions to ensure a one‑touch resolution.
Prepare research requests for members and ensure completion of requested tasks.
Stay abreast of department emails, marketing campaigns, and policy changes.
Compliance & Policy Adherence
Maintain knowledge of Credit Union operations, policies, procedures, and job aids, with emphasis on correct use of Sick and PTO time.
Ensure security and confidentiality of member and Credit Union information and records.
Familiar with the BSA, Patriot Act and OFAC requirements as applicable.
Comply with security procedures and member authentication.
Inform Contact Center Supervisors, Managers and VP of any issues or unusual circumstances.
Update addresses, emails, phone numbers and name information on accounts as requested.
Process and renew CDs and send appropriate notices.
Process payment requests and use DocuSign to capture necessary signatures.
Attend required annual training for fraud awareness (BSA, Phish).
Identify and report suspicious activity relating to member accounts.
Complete assigned continuing education classes through online modules.
Comply with all policies and regulations established by the Credit Union.
Department Operational Support
Maintain highest attendance standards with appropriate Sick and PTO usage each month.
Sell Credit Union products and services comfortably.
Display excellent oral and written communication skills with minimal errors.
Apply strong analytical ability to complex problem resolution (e.g., transaction, loan).
Demonstrate strong organizational skills and multitasking ability.
Work as part of a team, placing Credit Union and member interests first.
Resolve member account errors, even if caused by another employee.
Provide floor coverage and support as directed.
Transaction & Account Support
Fully authenticate members across communication channels ensuring privacy.
Troubleshoot debit and credit card issues and order replacements.
Provide accurate loan payoff information to members and dealers.
Acknowledge loan and credit card payments; perform end‑of‑day balancing.
Set up and troubleshoot online and mobile banking.
Maintain accounts, updating contact information to prevent fraud.
Process loan applications and refer members to appropriate services.
Transfer members to appropriate personnel, branches and departments.
Strive for single‑interaction resolution to prevent callbacks.
Collaborate with other departments for non‑contact‑center inquiries.
Determine fee refund eligibility and educate members on Courtesy Pay and No Bounce.
Expectations of all Sandia Area employees
Commit to upholding the organization’s mission, vision and core values in all interactions.
Represent the credit union with professionalism, integrity and ethical conduct.
Maintain thorough knowledge and strict adherence to regulations, policies, and procedures.
Consistently meet deadlines while ensuring accuracy and quality.
Foster a positive, supportive environment for members and employees.
Adhere to all regulatory and compliance policies, protecting customer data.
Maintain confidentiality and security of sensitive information.
Adapt to evolving responsibilities and take on additional duties as needed.
Show commitment to continuous learning and professional development.
Willing to undergo background and credit checks as required by law.
Understand and comply with BSA, OFAC and other financial regulations.
Knowledge, Skills, And Abilities (KSAs)
Expertise in member/customer service and technical troubleshooting with a positive attitude.
Patience and understanding with diverse member populations.
Proficiency in online and mobile banking for personal use.
Willingness to identify opportunities to help members achieve financial independence.
Desire to mentor and train newer employees after sufficient experience.
Ensure member confidentiality, even outside the Contact Center.
Exceptional time management and organizational skills.
Proactive pursuit of professional growth and adaptability to new responsibilities.
Team‑oriented with a strong collaborative mindset.
Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
Ability to lift up to 10 lbs. as needed.
Minimum Education And Experience Requirements
High School Diploma or GED.
One (1) year of applicable experience required.
Financial institution experience preferred.
Call‑center experience a plus.
Bilingual ability a plus.
Familiarity with online and mobile banking expected.
Experience identifying product and service needs and confidently offering solutions.
Submit an application to www.sandia.org/careers.
Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer. SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Referrals increase your chances of interviewing at Sandia Area Federal Credit Union by 2x.
Get notified about new Member Service Representative jobs in
Albuquerque, NM .
#J-18808-Ljbffr