Contact Center - Member Services Representative

About Us: At Suffolk Credit Union, we're more than a place to manage your money - we're a team committed to empowering our members and building a stronger community. We treat every individual with dignity and respect, fostering a culture of transparency and integrity. Our mission is to make financial wellness accessible for everyone, offering guidance whether you're saving for the future, buying a home, or growing your business. At Suffolk Credit Union, we're redefining banking by focusing on what truly matters - people.

Why Join Us?

• Comprehensive health, dental, and vision plans, including disability and specialized insurances.
• Generous 401(k) with employer matching, tuition reimbursement, and paid time off, including holidays, sick leave, and birthdays.
• Employee wellness and assistance programs, along with support for work-life balance.
• Flexible spending account designed to support your lifestyle needs.
• Discounts on loan rates, financial services, and opportunities to participate in community charity events.
• Holiday luncheons, themed parties, and other employee engagement activities.

If you're a proactive, detail-oriented professional who thrives in a fast-paced, dynamic environment and is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity! Join our team and be a key player in helping members achieve their financial goals while growing your career at Suffolk Credit Union.

Role Overview: Our Member Service Representatives in the Contact Center serves 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. Additionally, they act as a bridge between the bank and its customers, ensuring clear communication and a smooth resolution to any issues or concerns that may arise.

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.

Apply today and embark on a rewarding career and start empowering your possible!

Suffolk Credit Union provides equal employment opportunities to all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience, and other qualifications.