Contact Center Representative

Contact Center Representative

Department: Contact Center
FLSA: Non-Exempt
EEO: Administrative Support Worker
Salary Grade: 6
Salary Range: Min: $20.34 Mid: $25.42 Max: $30.50
Reporting Structure: Digital and Contact Center Manager

People Vision: At Sun, our people shine brightest. We create a culture of empathy, care, and connection that empowers brighter futures and supports well-being for all. Because when we care, lives change.

Position Purpose: The Contact Center Representative is responsible for delivering exceptional member service across all contact channels; phone, live chat, email, and digital platforms. This role handles a broad range of member interactions with confidence and professionalism, including routine account transactions, loan applications, online and mobile banking assistance, verifications of deposit, and complex problem resolution. The CCR is a knowledgeable resource and trusted guide for members navigating Credit Union products and services and plays a key role in contributing to a fast-paced, collaborative team environment focused on outstanding member experience.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Receives and responds to inbound member contacts via telephone, live chat, email, and other digital channels with empathy, professionalism, and accuracy.
• Answers member questions and resolves complaints related to member accounts, loans and Credit Union policies and procedures.
• Actively cross-sells Credit Union products and services to meet member financial needs during inbound interactions.
• Assists members with opening new share accounts, explaining types, eligibility, and features.
• Provides clear and accurate information on deposit accounts and loan options.
• Assists members with debit card and ATM card inquiries including card ordering, activation, PIN changes, transaction disputes, and temporary or permanent card blocking.
• Processes debit card dispute claims and coordinates with appropriate internal teams for resolution.
• Provides info on CD options, dividend rates, and maturity terms; calculates accrual projections.
• Proactive outreach to confirm resolution, satisfaction, and support retention.
• Prepares and sends documents for electronic signature, ensuring compliance and timely completion.
• Processes a wide range of account transactions including stop payment orders, payroll deductions, automatic transfers, check orders, share deposits, and loan payments. 
• Performs account maintenance functions including MasterCard payments and computation of interest withdrawal penalties.
• Receives and prepares documentation for wire transfer requests.
• Completes and maintains related reports, records, and files.
• Completes Unusual Activity Reports (UAR) when applicable and obtains required BSA training annually.
• Processes loan applications and assist members with questions throughout the loan application process, including phone, online, and digital submission channels.
• Provides guidance on loan options, eligibility requirements, rates, and next steps in the loan process.
• Assists members with enrollment, navigation, troubleshooting, and password resets for online banking, mobile banking, Bill Payment, Zelle, mobile deposit, and e-statements.
• Guides members through digital banking features and self-service tools to promote adoption and financial independence.
• Processes verification of deposit (VOD) requests accurately and in compliance with Credit Union policies.
• Verifies member identity in accordance with established security and fraud prevention procedures.
• Participates in contact center quality initiatives by self-monitoring recorded calls and making proactive adjustments to improve individual performance and service consistency.
• Handles routine member interactions independently and seamlessly escalates complex or sensitive issues to supervisors or specialized staff when appropriate.
• Completes monthly Contact Center statistical reports and contributes to team performance data.
• Collaborates with peers and leadership to support Credit Union values, vision, and strategies.

Position Requirements

Education and Experience:

• High school diploma or equivalent required; some college coursework preferred.
• Minimum of 1 year of member or customer service experience, preferably at a full-service financial institution required.
• Experience in a multi-channel contact center environment preferred.

Key Competencies:
 Technical Skills

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to navigate multiple systems simultaneously including core banking software, CRM tools, and digital banking platforms.
• Familiarity with online banking, mobile banking, and digital payment platforms (Zelle, Bill Pay, mobile deposit).
• Solid math skills and basic bookkeeping abilities.

Preferred Qualifications

• Knowledge of Credit Union products, services, policies, and procedures.
• Experience with live chat or multi-channel digital support.
• Familiarity with BSA/AML compliance requirements and fraud detection practices.
• Bilingual (English/Spanish) preferred

Working Conditions

• Standard office environment with no hazardous or significantly unpleasant conditions.
• Sitting for extended periods; dexterity of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Physically able to participate in meetings, presentations, and training sessions.
• Occasional evening or weekend hours may be required to meet operational needs.

Intent and Function of Job Descriptions
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Sun Community Federal Credit Union is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace. We encourage applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or veteran status.