MEMBER Services Representative - Bilingual

Join to apply for the 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

• 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

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.

• 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.

• 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 Docu Sign 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.

• 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.

• 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…