Job Description

Job Location: Albuquerque, NM 87109
Position Type: Full TimeEducation
Level: High School Degree or Equivalent
Travel Percentage: None
Job Shift: Day
Job Category: BankingAre you ready to embark on this exciting adventure? Don't miss out on this fantastic opportunity to join our team at Sandia Area FCU as a Contact Center MSR! Apply now and start making a difference in the lives of our members – and your career!
Location: Northeast Albuquerque, NM (this is not a remote or hybrid position).
Work Hours Required:
- Monday through Friday 8:00 AM to 4:30 PM
- Rotating Saturday 9:00 AM to 1:00 PM
As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:
- Comprehensive Medical, Dental, and Vision Insurance
- Paid Short-Term Disability, Life Insurance and AD&D
- Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
- Tuition Reimbursement for Professional Development
- 401(k) Plan with Employer Match
- Pension Plan for Long-term Security
- Exciting Opportunities for Career Advancement
- We’re here to support your growth and well-being!
Overall Job Purpose
At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Team members are expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth while contributing to our vision of empowering lifelong achievement through better banking.
Sandia Area Federal Credit Union is seeking a Member Service Representative to join our Member Contact Center team. This role is ideal for someone who enjoys helping others, solving problems, and creating meaningful experiences with every interaction. If you are passionate about service, committed to continuous learning, and thrive in a collaborative environment, we invite you to grow your career with us.
Responsibilities include, but are not limited to:
- Deliver exceptional service to members through phone, chat, text, email, secure messaging, and video channels.
- Assist members with account servicing, digital banking support, lending inquiries, and other financial needs with accuracy and professionalism.
- Identify opportunities to strengthen member relationships by recommending products and services that support their financial goals.
- Resolve member concerns by collaborating with teammates and business partners to provide timely and effective solutions.
- Maintain quality, compliance, and information security standards while safeguarding member information.
- Participate in training and development opportunities to enhance knowledge, skills, and service excellence.
- Contribute to a positive, high-performing team culture that reflects Sandia Area's core values and commitment to member success.

QualificationsKnowledge, Skills, and Abilities (KSAs)
- Expertise in member/customer service, technical troubleshooting, positivity in dealing with heightened situations and ability to offer services with a requisite understanding of financial institution operations.
- Patience and understanding with a diverse member population including those that require extra attention.
- Utilize and be familiar with online and mobile banking within their own personal banking platform.
- Willingness to identify opportunities to help members achieve financial independence.
- Desire to mentor and train newer employees after sufficient experience is achieved.
- Always ensure member confidentiality, even outside of the Member Contact Center.
- Exceptional time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.
- Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
- Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
- Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
- Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.
Minimum Education and Experience Requirements
- HSD or GED
- One (1) year(s) of applicable experience required.
- Financial institution experience preferred.
- Call center experience a plus.
- Bilingual ability a plus.
- Familiarity and proficiency with online and mobile banking expected.
- Experience identifying product and service needs and confidently offering solutions.
*** Please submit an employment 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.