Member Experience Specialist (Call Center)
U.S. Eagle Federal Credit Union3.9
Albuquerque, NM
Job description

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that cant stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. The Member Experience Specialist I assists members and potential members with their telephone and online requests in a busy call center environment; explains services, offers and recommends CU products and services; responds to problems, and directs phone calls to the appropriate area. Offer exceptional service to members by meeting or exceeding our service guidelines.


  • We are hiring multiple full-time and part-time positions and are looking for candidates that can work a flexible/variable schedule Monday through Saturday.
  • Starting at $15.00/ hour. Previous financial institution call center experience can earn a higher starting wage.
  • Remote work opportunities available following training and orientation period for local candidates.
  • Opportunities to grow within the call center and Credit Union.

We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.

  • Medical, dental and vision insurance is available the first of the month following date of hire.
  • Company paid basic life, short-term disability and long-term disability insurance.
  • 401(k) retirement benefit that includes a company contribution and match.
  • PTO Accrual (15 days off in the first year of employment).
  • Paid federal holidays and paid birthday day off.

These are just a few of the great benefits our employees enjoy!

Essential Functions & Responsibilities:


  • Assists members and potential members with their telephone and online requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
  • Performs member requested transactions such as: account to account transfers, loan payoff, Skip-A-Pay for loans, stop payments, account maintenance, address changes, closing accounts, process Share Certificates renewals, loan and credit card payments.
  • Open new subaccounts and Share Certificates over the phone.
  • Continuous learning of CU products and services.
  • Partner with our members to identify cross-sell opportunities by actively listening to the members needs. Once the need is identified, educate the member on the features and benefits of the service/product and ask for the business.
  • Provide online, bill pay and mobile access assistance to include troubleshooting and walking the member through enrollment.
  • Demonstrate urgency by completing member and potential member requests in a timely and accurate manner.
  • Handle escalated calls objectively with a high degree of problem solving and member retention skills.
  • Provide exceptional service while managing multiple communication channels.
  • Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.

Knowledge and Skills:


Experience:
Six months to two years of similar or related experience.


Education:
A high school education or GED.


Interpersonal Skills:
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.


Other Skills:
Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information. Exceptional written and verbal communication skills are essential. Working knowledge of MS Office Suite.


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Company details

Headquarters

Main Branch: 3939 Osuna Rd NE Albuquerque, NM 87109

Employee

201 to 500

Revenue

$25M to $100M (USD)

Industry

Banks and Financial Services

Company Description
U.S. Eagle has provided value and financial stability for tens of thousands of New Mexicans for more than 80 years! The passion and loyalty of our members, staff, and volunteers has been the key to U.S. Eagle's growth from our most humble of beginnings in 1935.
Company ratings
  • Overall
    3.9
  • Company & Benefits
    4.0 / 5
  • Culture & Values
    3.9 / 5
  • Career Opportunities
    3.8 / 5
  • Work/Life Balance
    4.1 / 5
  • Senior Management
    3.7 / 5
Company reviews
"Great place to work for. Very conscientious employees who strive to go above and beyond. "
Former EmployeeExecutive Assistant to CEO
I learned how to deal with different personalities as I worked for the CEO, 5 VP’s, 7 Board of Directors, and others in different departments. I enjoyed arranging the off-site meetings and making sure everyone was happy with their rooms and meals I arranged. The hardest part of the job was making sure that everything was done in a timely fashion.
Pros:

"Decent workplace with good people"
Former EmployeeGuest Service Agent
Good people with good intentions. The company as a whole is still very clearly growing and because of this, there are some downsides. For example, products and services may not be available that other competitors have, which results in a fair bit of unhappy clients.

"Good Customer Service not important.."
Former EmployeeTeller
If you are a kind hearted&helpful person&good with people it doesn't count as a good quality in an employee if you are not selling bank products. Its about numbers. Not about people like they seem to say is part of the culture of the credit union.
Pros:
Cons:

"Low wages no room for advancement"
Former EmployeeEServices
Training is a joke they give you a 2 week crash course with 2 huge 3 ring binders full of information. Worst of all training wasn’t even specific to the position you were hired for they give you general information and basically throw you to the wolves. EServices is expected to know everything. Every department transfers calls to EServices if they have a member in front of them literally in the branch they have the member contact EServices for any questions or issue that they don’t feel like dealing with. They are never fully staffed which makes call volume ridiculous. Working Saturday was the worst you don’t get a lunch break since your only working 7 not 8 hours it’s a long day. During the week you may only be scheduled 4 or 5 hours but still have to take a lunch it’s ridiculous. EServices had the hardest job and are the least appreciated or recognized.
Pros:
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