Southwest Airlines Federal Credit Union, a world-class financial institution, is looking for a Call Center Member Services Representative II located at our corporate office near Love Field Airport.

The Benefits of Working Here:

We work hard to ensure that our employees work in an environment of respect, trust, and fun! We are committed to helping our employees stay healthy, feel secure, grow and development, and maintain a work/life balance through our comprehensive benefit programs:

• FREE health insurance
• FREE dental insurance
• FREE vision insurance
• FREE life insurance
• FREE short-term and long-term disability
• FREE employee checking account
• Paid Time Off up to 3 weeks per year
• 13 Paid Holidays (2 ˝ weeks of more paid time off!)
• Flexible Spending Accounts
• 401(k) plans with employer match
• Tuition reimbursement
• Casual dress code, every day!
• Ongoing training through classroom and online formats
• Employee recognition programs
• Employee committees that promote culture, fun, and wellness
• Monthly company-wide activities for our employees, like Baseball Day, Chocolate Chip Day, Summer Luau, Say Something Nice Day, Biggest Loser, and a Step Challenge

What does a Call Center Representative do?

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 member’s 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.

Responsibilities include:

1. Assumes responsibility for the effective performance of assigned Call Center functions.

• Receives telephone calls. Answers routine questions or directs them to appropriate personnel. Completes tasks for members and follow-up with members as needed.
• Knowledgeable and able to assist callers with opening new accounts, certificates, IRA’s, wire transfers, file maintenance, stop payments, and disputes.
• Performs various typing tasks including correspondence, processing documents required for account maintenance.
• Properly identifies and verifies members using tools provided and maintains confidentiality.
• Consistently meets incentive goals.

2. Assumes responsibility for establishing and maintaining effective business relations with members.

• Assists with questions and problems courteously and promptly.

3. Assumes responsibility for establishing and maintaining effective working relations with Credit Union personnel and management.

• Assists and supports department personnel.
• Coordinates activities with related departments and obtains or conveys information as needed.
• Keeps management informed of area activities and of any significant problems.
• Attends and participates in meetings as required.
• Assists in training of new hires.

4. Assumes responsibility for related duties as required or assigned.

• Keeps area clean, secure, and well maintained.
• Completes special projects as assigned.
• Maintains the Credit Union’s reputation.

Qualifications:

• 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
• Minimum 10 years of Financial Institution and/or Call Center experience
• All qualified candidates must pass a credit and background check to be qualified

Pay:

DOE and eligible for monthly incentive pay

Schedule:

Monday to Friday, 8:15 am – 5:15 pm

Work Location:

2430 Shorecrest Drive, Dallas, TX 75235

Company Overview:

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