Contact Center Representative 2 - SYR

• Serve as a subject matter expert across the full consumer lending portfolio, including auto loans (new and used), personal loans, credit cards, lines of credit, and home equity products confidently guiding members through eligibility, terms, rates, and application processes.
• Actively drive loan volume by responding to inbound lending inquiries with a consultative approach uncovering member needs, presenting appropriate solutions, and moving applications forward with urgency and accuracy.
• Assist members through the complete application process, including initiating applications, gathering and reviewing required documentation, explaining underwriting decisions, and ensuring smooth progression from approval to funding.
• Handle sensitive lending conversations including adverse action explanations with professionalism, empathy, and clear communication.
• Support fellow Contact Center Representatives by assisting with complex lending questions.
• Maintain a high level of accuracy when processing loan applications, updating member and account information, and documenting interactions across multiple core and lending systems.
• Serve as a trained back-up to the general Contact Center queue, cross-trained to handle routine member service inquiries, account maintenance, and transactional requests, ensuring consistent service levels and minimal member wait times when staffing or volume demands require additional support.
• Contribute to special projects, lending initiatives, and process improvement efforts as assigned by management.
• Perform other related duties as assigned.

Knowledge, Skills and Abilities

• One year to three years of similar or related experience.

• A high school education or GED.

• Efficiently manage multiple tasks simultaneously, such as handling various member interactions across different channels.

• Proficiency in utilizing advanced technologies, including CRM systems and AI tools.

SFCU is an equal opportunity employer. It is the policy of SFCU to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin, or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law.

Here at SFCU we define our culture as one of GROWTH. Growing our member, growing our employee, and growing our organization.

The Contact Center Representative serves as the primary point of contact for members seeking consumer lending solutions. Delivering exceptional service primarily through phone but can include other digital channels such as text, chat and email. This role is central to the credit union's lending growth strategy, combining deep product knowledge with a consultative, member-first approach. Representatives are expected to guide members through the full lending lifecycle from initial inquiry to funded loan while identifying opportunities to deepen relationships through meaningful cross-selling of additional loans, products, and services.