Contact Center - Member Services Representative

Suffolk Federal Credit Union • Riverhead, NY

339d

About The Position

At Suffolk Credit Union, we're more than a place to manage your money - we're a team committed to empowering our members and building a stronger community. We treat every individual with dignity and respect, fostering a culture of transparency and integrity. Our mission is to make financial wellness accessible for everyone, offering guidance whether you're saving for the future, buying a home, or growing your business. Our Member Service Representatives in the Contact Center serve as the primary point of contact for customers seeking assistance with a wide range of banking services. This role focuses on delivering exceptional service while guiding members through inquiries about loans, deposit accounts, online banking, and other financial products. They also play a critical role in identifying customer needs and recommending appropriate solutions to enhance their banking experience. Additionally, they act as a bridge between the bank and its customers, ensuring clear communication and a smooth resolution to any issues or concerns that may arise.

Requirements

• High school diploma or equivalency certification.
• One (1) to two (2) years of financial institution experience required.
• NMLS-ID (Mortgage Loan Originator) required and will be provided at time of hire if not already acquired.
• Clear and articulate communication, both orally and in writing.
• Proficient in customer service and handling confidential information with discretion.
• Ability to work effectively with direct supervision and support branch goals.
• Intermediate mathematical skills with knowledge of loan processing procedures.
• Familiarity with credit union products, services, policies, and regulations.
• Understanding of relevant laws and regulations, including Truth in Lending, HMDA, ECOA, and others.

Nice To Haves

• Bilingual preferred.

Responsibilities

• Provide phone assistance to secure memberships and resolve member issues.
• Assist members with account-related questions and complaints.
• Research and find solutions for member inquiries and concerns.
• Open new accounts and process wire transfers as needed.
• Assist with online banking, debit/credit card issues, and secured messaging.
• Accept and process loan applications, managing them through the pipeline.
• Meet loan and sales goals through outbound calls and member follow-up.
• Support other staff and departments when necessary.
• Ensure compliance with internal audits and achieve a 'Satisfactory' rating.
• Cross-sell Credit Union products and provide high-quality service in every interaction.

Benefits

• Comprehensive health, dental, and vision plans, including disability and specialized insurances.
• Generous 401(k) with employer matching, tuition reimbursement, and paid time off, including holidays, sick leave, and birthdays.
• Employee wellness and assistance programs, along with support for work-life balance.
• Flexible spending account designed to support your lifestyle needs.
• Discounts on loan rates, financial services, and opportunities to participate in community charity events.
• Holiday luncheons, themed parties, and other employee engagement activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED
• Number of Employees: 51-100 employees