MSR-Call Center

Job DetailsJob Location: Pullman Operations Center - El Paso, TX 79936Our Company 

At Raiz FCU, we share a passion for knowledge and pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to call center management and is responsible for handling member interaction and transactions through multiple channels within the call center. Provides guidance and answers to questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided.  Attends required training and demonstrates a willingness to continue learning.  Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving issues while maintaining a professional demeanor.

You will be an empowering mentor who will be:


A trusted expert
A natural communicator
A champion for our members and the community
A guide through the moments that matter the most to our members


Position Details: 

Full Time, Hourly (40 Hours) 

Hours: Monday through Friday, some Saturdays

1241 Pullman Dr., El Paso, TX 79936

Salary Range: 

$15.60-$23.40
QualificationsSkills and Experience


Education – High School degree or equivalent
Minimum of 1 year of customer service experience
Previous credit union experience is a plus
Demonstrated leadership and interpersonal abilities
Understanding of financial industry concepts, related laws, and regulations
Must have good communication and interpersonal skills
Critical thinking and problem-solving skills
Detail-oriented, and able to multi-task
Proficient in Microsoft Office and web-based applications


Role Description and Essential Duties


Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information
Demonstrate the ability to give sound advice considering our members’ best interests by assisting with any questions and concerns within the first interaction
Responsible for providing quality financial services to members and prospective members
A comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goals
Expert in setting up, servicing, unlocking, and troubleshooting for Online/Mobile banking issues and Personal Audio Teller
Responsible for making efforts in account retention and/or properly closing all accounts.
Responsible for handling member interaction and transactions such as wires, payments, and account transfers, including additional assigned duties
Fulfill member's request by thorough research to resolve discrepancies in multiple transaction types to include all channels of communication such as chat and secure messages
Must have excellent interpersonal, conflict management, and communication skills, including the ability to interact with the team, management, and members; proficient verbal and written communication should always be displayed
Demonstrated ability to manage multiple systems, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills in a fast-paced environment
Understanding of card maintenance responsibilities to include the credit card portfolio, such as travel notes, disputes, fraud cases and general account maintenance
Responsible to interact with members via secure message, chat, audio, and video
Attends required training and demonstrates a willingness to keep learning
Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training
Assists with other duties as assigned or identified.