About SMW 104 Federal Credit Union SMART Federal Credit Union is a member-owned financial cooperative serving union members, working families, and the communities connected to them. We believe in people helping people and providing trusted, personal service and practical financial solutions. Our team is close-knit, collaborative, and committed to doing what is right for our members and one another. Position Summary The Call Center Specialist is often the first point of contact for members and plays a key role in creating a welcoming, efficient, and professional experience. This position responds to incoming calls and digital inquiries, resolves routine account and service needs, completes authorized transactions and account maintenance, explains products and services, and connects members with the appropriate team member when specialized assistance is needed. The successful candidate is comfortable working in a fast-paced environment, learning new systems quickly, and balancing accuracy with warmth. They build trust with both internal and external members, take ownership of follow-up, protect confidential information, and contribute positively to a small, close-knit team. Essential Duties and Responsibilities

• Answer incoming calls and respond to member inquiries in a timely, courteous, and professional manner, following established service standards.
• Verify member identity and safeguard confidential information before discussing accounts or processing requests.
• Research questions, explain account activity clearly, resolve routine issues, and follow through until the member receives an answer or appropriate handoff.
• Process authorized account maintenance requests, including address and contact updates, check orders, stop payments, debit and credit card requests, and other routine servicing needs.
• Process routine member transactions accurately and in accordance with policies and procedures, including payments, transfers, deposits, cash advances, and other permitted requests.
• Assist members with online and mobile banking, account access, debit card use, direct deposit, bill pay, alerts, and other digital services.
• Listen carefully and ask thoughtful questions to understand member needs; explain and recommend appropriate credit union products and services without using a high-pressure approach.
• Identify lending, deposit, refinancing, debt consolidation, savings, or other opportunities, and make accurate referrals to the appropriate team member.
• Open or support the opening of membership accounts and consumer loan applications within assigned authority and training.
• Address member concerns with empathy and sound judgment; offer available solutions and promptly escalate complaints, suspected fraud, or higher risk matters.
• Document member interactions, requests, referrals, commitments, and follow-up activity completely and accurately in credit union systems.
• Work cooperatively with branch, lending, operations, and other internal team members to provide seamless member experience.
• Support department service goals, call coverage, special projects, and other duties as assigned. Compliance, Security, and Risk Responsibilities
• Follow all credit union policies, procedures, security controls, privacy requirements, and applicable laws and regulations within the scope of the position.
• Remain alert to identity theft, fraud, social engineering, elder financial exploitation, and unusual activity; follow escalation and reporting procedures immediately.
• Complete required training and assist with Currency Transaction Report (CTR) and Suspicious Activity Report (SAR) processes when assigned and trained.
• Maintain a secure, organized work environment and promptly report errors, exceptions, suspicious activity, or unsafe conditions. Required Qualifications
• At least three years of member service, call center, retail banking, credit union, or other high-contact service experience preferred.
• Strong telephone presence and clear, professional verbal and written communication skills.
• Demonstrated ability to work accurately in a fast-paced environment, manage multiple priorities, and remain calm when call volume or member needs are demanding.
• Ability to learn quickly, retain detailed information, follow procedures, and apply training to new situations.
• Strong listening, problem-solving, basic math, organization, and follow-up skills.
• Comfort navigating multiple applications while maintaining an engaged conversation with a member.
• Dependable, punctual, adaptable, and willing to assist teammates in a close-knit work environment.
• Genuine desire to serve both external members and internal team members with patience, respect, and a cheerful outlook. Technology and Financial Services Knowledge
• Working knowledge of Microsoft Office, including Outlook, Word, Excel, and Teams.
• Ability to learn the credit union core system Symitar, member relationship tools, digital banking platform, card systems, lending tools, and call center technology.
• Experience with Symitar or another financial institution core system is helpful.
• Familiarity with deposit accounts, debit and credit cards, digital banking, consumer loans, and basic account servicing is preferred. What Success Looks Like
• Members receive accurate, friendly, and timely assistance.
• Requests and transactions are completed correctly, documented thoroughly, and followed through to resolution.
• Member needs are recognized and connected to appropriate products, services, or team members.
• Policies, security procedures, and confidentiality standards are followed consistently.
• The specialist learns quickly, accepts feedback, supports coworkers, and contributes to a dependable, collaborative culture. Benefits
• Pension contribution of $5.40 per hour without a waiting period.
• Two weeks of paid time off in the first year, then four weeks starting the second year.
• Twelve paid holidays annually.
• Medical, dental, and vision plans.
• Employee discounts on eligible loans.
• Membership of OPEIU Local 29 is required.

Physical and Work Requirements This position requires extended periods of sitting, speaking by telephone, viewing a computer screen, and using a keyboard and other office equipment. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Equal Employment Opportunity SMW 104 Federal Credit Union is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs and are made without unlawful discrimination. This job description summarizes the position's primary responsibilities and is not intended to be an exhaustive list. Duties may change based on business and member needs.

Pay:

$29.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person