Sunward · 1 month ago
Contact Center Representative 1
United States
Full-time
Remote
Entry Level
1+ years expSunward is a financial institution dedicated to enhancing membership growth and loyalty. The Contact Center Representative 1 is responsible for developing positive relationships with members, providing superior service, and ensuring compliance with financial regulations.
BankingFinancial ServicesNon Profit
Responsibilities
Assist members with any account related services
Exceed members’ expectations through efficient, proactive and accurate service to ensure superior member service via a variety of delivery channels
Provide a superior member experience by:
Actively listening to and assessing the needs of the member
Explaining the features and benefits of targeted products and services
Offering targeted solutions to meet the member’s needs
Focusing on phone availability to ensure we are assisting members as efficiently as possible
Recognize and act upon potential membership and service opportunities to promote membership growth and loyalty
Uphold the Credit Union’s compliance with the Bank Secrecy Act (BSA), which includes compliance with the Customer Identification Program and anti-money laundering policies and procedures
Report unusual or suspicious activity in writing to the Legal and Compliance Department
Ensure member and Credit Union information is treated with utmost confidence and security, including adherence to member identification and shred procedures, to support the Credit Union’s core purpose of being the member’s trusted partner
Observe and communicate in a timely manner all potential risks to ensure the safety and security of the members and employees
Contribute to a productive, team-oriented work environment while meeting all established goals and metrics, and operating within the Credit Union’s core values
Develop and maintain up to date and thorough knowledge of Sunward policies, procedures, systems and processes
Able to work in a fast-paced environment, successfully meeting service level agreements
Complete annual BSA and OFAC training
Perform other related duties as assigned
Qualification
Required
Minimum one year' customer service experience
Thorough knowledge of Credit Union products and services, features, and benefits
Exhibits ability to cross-sell effectively
Demonstrated sales skills and a willingness and ability to apply those skills on the job through incoming member calls and outbound follow-up calls
Proficient with the use of personal computer applications
Demonstrates ability to learn and effectively utilize in-house programs and third-party software
High school diploma or GED equivalent
Possesses strong interpersonal skills
Able to handle difficult situations and persons in a positive and professional manner, exhibiting empathy and understanding
Able to formulate creative solutions that strengthen the Credit Union's relationship with members
Functions effectively within a team environment
Possesses strong verbal/written communication skills
Demonstrates excellent telephone etiquette
Must be able to establish rapport with members over the phone
Able to explain financial concepts, policies and procedures clearly and succinctly to others
Demonstrated ability to ensure that documentation produced is accurate and meets all organizational guidelines and policies
Exhibits problem-solving skills; identifies and resolves problems in a timely manner and gathers/analyzes information skillfully
Maintains high standards in accuracy, adaptability, and initiative
Demonstrates excellent organizational and time management skills; able to handle/prioritize multiple tasks effectively
Preferred
Prior financial institution and/or contact center experience
Company
Sunward
Sunward, formerly known as Sandia Laboratory Federal Credit Union (SLFCU), is one of New Mexico’s largest credit unions, serving 170,000+ members and managing more than $4.1 billion in assets.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Zachary Hill
Interim CTO
Chris Linford, SPHR
Chief People Officer
Recent News
2025-05-08
Sandia Laboratory Federal Credit Union
2025-04-10
GlobeNewswire
2024-12-29
Company data provided by crunchbase