What are the responsibilities and job description for the Call Center Representative- Bilingual position at Sunward?
Sunward, established in 1948 and headquartered in New Mexico, is one of the state’s largest credit unions, serving over 170,000 members and managing more than $4.1 billion in assets. With 16 branches across New Mexico and additional locations in Colorado and California, Sunward offers a robust range of financial services, including checking, savings, business solutions, and investments. Recognized by Forbes as a Best-in-State Credit Union for six consecutive years and ranked by Newsweek among America’s Best Regional Credit Unions for three years, Sunward prioritizes transforming lives and fostering meaningful member relationships. As a federally insured institution by the NCUA and Equal Housing Lender, Sunward is dedicated to excellent service, innovation, and community impact.
This is a full-time, on-site role based in Albuquerque, NM, for a Bilingual Call Center Representative. The role involves providing exceptional customer service by addressing member inquiries, assisting with account-related concerns, and identifying solutions to meet financial needs. Responsibilities include handling inbound and outbound calls, resolving issues, maintaining accurate member records, and ensuring the highest level of customer satisfaction. Representatives will play a key role in building and maintaining positive relationships with members, serving as the voice of Sunward for both English and Spanish-speaking stakeholders.
- Strong customer-facing skills, including Customer Service, Customer Support, and a passion for Customer Satisfaction
- Excellent Interpersonal Skills to communicate effectively and build positive relationships with a diverse member base
- Basic to advanced Computer Literacy, including the ability to navigate customer service software and databases
- Fluency in both English and Spanish, with proficiency in verbal and written communication in both languages
- Problem-solving abilities and strong attention to detail
- High school diploma or equivalent required; additional education or certifications in customer service are a plus
- Prior experience in financial institutions or call center environments is advantageous