Call Center Member Service Officer

You are the voice of SWACU! We are looking for a professional-minded candidate to assist our members through inbound calls with their account and loan needs. You will be utilizing your top-notch, quality, member service skills, building relationships, and following SWACU’s policies and procedures with every interaction. When helping members in Member Services, you must be able to multitask, stay focused and organized, and work efficiently in a fun, fast-paced environment, while ensuring the members’ needs are met. In addition to salary, opportunities for incentives include excellent attendance, meeting call center abandon rate, adherence goals, and meeting personal sales goals.

• →Assisting members with:
  • →Opening, maintaining, and closing accounts,
  • →Online and mobile banking, mobile deposits, and bill pay
  • →Transactions, reconciling and reviewing history on accounts and loans
  • →Rates and Fees associated with member accounts
  • →Order, maintain, close and troubleshoot plastic card issues
• →Educating members to meet their needs and enhance their banking experience by actively marketing and cross-selling current and new SWACU products and services – while earning an incentive!
• →Maintaining member confidentiality and minimizing risks through proper verification and sound judgment
• →Meeting and exceeding personal adherence goals and quality service scores, and maintaining excellent attendance
• →Assisting the Call Center with meeting abandon rate goals
• →Adhering to Federal and State Regulations and Credit Union Policies and Procedures

• Great attitude and enthusiasm!
• Understand the benefits of a Credit Union
• Have a comprehensive knowledge of using a computer, familiar with Call Center Software, Microsoft Outlook, Excel, Word, and Teams
• Clear written and verbal communication while maintaining professional, courteous, and friendly service to our members and co-workers
• Interpersonal skills to effectively suggest new products and services to our members
• Ability to multi-task and maintain organization and efficiency in a fast-paced environment
• Ability to troubleshoot, take ownership, problem-solve, and follow-through
• High School diploma or equivalent
• One to three years of experience in a Call Center environment
• One to three years of financial experience
• All qualified candidates must pass a credit and background check to be qualified

DOE and eligible for monthly incentive pay

Monday to Friday, 8:15 am – 5:15 pm

2430 Shorecrest Drive, Dallas, TX 75235

Southwest Airlines Federal Credit Union provides a complete array of financial services for all employees and families of Southwest Airlines and over 200 more companies across the United States. Since our inception, we have continued to maintain a rapid pace of growth throughout our four branches in TX and AZ! We now serve over 50,000 members nationwide and we’re still growing! Our members enjoy the most elite financial services and the best member service around! Learn more about us on our website: https://www.swacu.org/connect/careers.html