Contact Center - Member Services Representative

$49,920 - $54,080/Yr

Suffolk Credit Union Limited - Riverhead, NY

Full-time - Entry Level

Riverhead, NY

Credit Intermediation and Related Activities

About the position

The Member Services Representative at Suffolk Credit Union serves as the primary point of contact for customers in the Contact Center, focusing on delivering exceptional service and assisting members with a variety of banking services. This role is essential in guiding members through inquiries related to loans, deposit accounts, and online banking, while also identifying customer needs and recommending appropriate solutions to enhance their banking experience.

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.

Requirements

• High school diploma or equivalency certification required.
• 1 to 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.

Benefits

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid holidays
• Paid time off
• Tuition reimbursement