What are the responsibilities and job description for the Contact Center Representative 1- Bilingual position at Sunward?
Sunward, formerly Sandia Laboratory Federal Credit Union (SLFCU), is one of New Mexico's largest credit unions, serving over 160,000 members and managing more than $4.1 billion in assets. With a history dating back to 1948, Sunward operates 14 branches in New Mexico, along with locations in Colorado and California. Recognized by Forbes as a Best-in-State credit union for six consecutive years, Sunward offers a range of financial services, including checking, savings, mortgage, and investment options. We pride ourselves on fostering an outstanding workplace culture that allows our employees to build meaningful relationships with our members and make a positive impact on their financial goals. Learn more and join our team at gosunward.org.
This full-time, on-site Contact Center Representative 1 - Bilingual role is based in Livermore, CA. The representative will assist members by providing exceptional customer service, handling account inquiries, resolving issues, and processing transactions. Additional responsibilities include delivering accurate information about Sunward's products and services, assisting with account openings and maintenance, and promoting financial solutions tailored to individual member needs. The role will require an ability to work effectively in a fast-paced environment while maintaining professionalism and a high standard of service.
- Strong background in Customer Service, delivering high-quality service experiences to meet or exceed expectations.
- Skills in Customer Support and resolving inquiries or concerns promptly and effectively.
- Experience in building positive Customer Relationships and ensuring Customer Satisfaction through proactive communication.
- Proficiency in enhancing Customer Experience by understanding and addressing member needs and identifying tailored financial solutions.
- Bilingual proficiency (verbal and written) to effectively communicate with a diverse membership base.
- Strong interpersonal, problem-solving, and organizational skills.
- Proficiency in computer systems and an ability to learn financial services software
- Prior experience in a financial institution or similar customer-facing role is a plus.