Contact Center Representative 2

Key Responsibilities:

• Consistently resolve customer issues on the ?rst contact, demonstrating superior problem-solving skills and product knowledge. Ability to handle complex or unique inquiries without the need for escalation.
• Assist fellow Contact Center Representatives with member questions, concerns, or complaints in a professional manner in accordance with SFCU's standards of quality service.
• Proactively identify and effectively cross-sell credit union products and services to members, enhancing their ?nancial well-being and contributing to the credit union's growth.
• Demonstrate a high degree of pro?ciency in managing and updating member account information within multiple systems. Ensure data accuracy, adhering to compliance standards, and utilizing advanced system functionalities to support optimal member service.
• Participate in special assignments and projects as requested by management.
• Assist in the Virtual Branch as needed, cross training for the ability to answer chats, open new accounts and process loan applications online when needed.
• Employ effective communication, empathy, and active listening skills to enhance the member experience.
• Perform other related duties as assigned.

Knowledge, Skills and Abilities

Required Qualifications

• • 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.