Contact Center Representative

4 days ago


Riverhead, New York, United States Suffolk Federal Credit Union Full time
About Us

Suffolk Federal Credit Union is a member-owned financial cooperative dedicated to empowering our members and building a stronger community. We foster a culture of transparency and integrity, treating every individual with dignity and respect. Our mission is to make financial wellness accessible for everyone, offering guidance on saving for the future, buying a home, or growing a business.

Why Work with Us?

  • We offer comprehensive health, dental, and vision plans, including disability and specialized insurances.
  • We provide generous 401(k) matching, tuition reimbursement, and paid time off, including holidays, sick leave, and birthdays.
  • We offer employee wellness and assistance programs, along with support for work-life balance.
  • We have a flexible spending account designed to support your lifestyle needs.
  • We offer discounts on loan rates, financial services, and opportunities to participate in community charity events.
  • We celebrate holiday luncheons, themed parties, and other employee engagement activities.

Role Overview

Our Contact Center Representatives serve as the primary point of contact for customers seeking assistance with a wide range of banking services. This role focuses on delivering exceptional service while guiding members through inquiries about loans, deposit accounts, online banking, and other financial products. They also play a critical role in identifying customer needs and recommending appropriate solutions to enhance their banking experience.

Key Responsibilities

  • Provide phone assistance to secure memberships and resolve member issues.
  • Assist members with account-related questions and complaints.
  • Research and find solutions for member inquiries and concerns.
  • Open new accounts and process wire transfers as needed.
  • Assist with online banking, debit/credit card issues, and secured messaging.
  • Accept and process loan applications, managing them through the pipeline.
  • Meet loan and sales goals through outbound calls and member follow-up.
  • Support other staff and departments when necessary.
  • Ensure compliance with internal audits and achieve a 'Satisfactory' rating.
  • Cross-sell Credit Union products and provide high-quality service in every interaction.

Essential Qualifications

Qualified candidates will have a high school diploma or equivalency certification. One (1) to two (2) years of financial institution experience required. NMLS-ID (Mortgage Loan Originator) required and will be provided at time of hire if not already acquired. Bilingual preferred.

  • Clear and articulate communication, both orally and in writing.
  • Proficient in customer service and handling confidential information with discretion.
  • Ability to work effectively with direct supervision and support branch goals.
  • Intermediate mathematical skills with knowledge of loan processing procedures.
  • Familiarity with credit union products, services, policies, and regulations.
  • Understanding of relevant laws and regulations, including Truth in Lending, HMDA, ECOA, and others.

Working Conditions

Contact Center Representatives must be available to work flexible schedules that include Saturdays. Schedules will vary within the normal business hours of 8:00am to 7:00pm. Candidates must indicate their hours of availability on the application.



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