Contact Center Representative

Sun Community Federal Credit U • El Centro, CA

2h • $20 - $31 • Onsite

About The Position

The Contact Center Representative is responsible for delivering exceptional member service across all contact channels; phone, live chat, email, and digital platforms. This role handles a broad range of member interactions with confidence and professionalism, including routine account transactions, loan applications, online and mobile banking assistance, verifications of deposit, and complex problem resolution. The CCR is a knowledgeable resource and trusted guide for members navigating Credit Union products and services and plays a key role in contributing to a fast-paced, collaborative team environment focused on outstanding member experience.

Requirements

• High school diploma or equivalent required
• Minimum of 1 year of member or customer service experience, preferably at a full-service financial institution required
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
• Ability to navigate multiple systems simultaneously including core banking software, CRM tools, and digital banking platforms
• Familiarity with online banking, mobile banking, and digital payment platforms (Zelle, Bill Pay, mobile deposit)
• Solid math skills and basic bookkeeping abilities

Nice To Haves

• some college coursework preferred
• Experience in a multi-channel contact center environment preferred
• Knowledge of Credit Union products, services, policies, and procedures
• Experience with live chat or multi-channel digital support
• Familiarity with BSA/AML compliance requirements and fraud detection practices
• Bilingual (English/Spanish) preferred

Responsibilities

• Receives and responds to inbound member contacts via telephone, live chat, email, and other digital channels with empathy, professionalism, and accuracy.
• Answers member questions and resolves complaints related to member accounts, loans and Credit Union policies and procedures.
• Actively cross-sells Credit Union products and services to meet member financial needs during inbound interactions.
• Assists members with opening new share accounts, explaining types, eligibility, and features.
• Provides clear and accurate information on deposit accounts and loan options.
• Assists members with debit card and ATM card inquiries including card ordering, activation, PIN changes, transaction disputes, and temporary or permanent card blocking.
• Processes debit card dispute claims and coordinates with appropriate internal teams for resolution.
• Provides info on CD options, dividend rates, and maturity terms; calculates accrual projections.
• Proactive outreach to confirm resolution, satisfaction, and support retention.
• Prepares and sends documents for electronic signature, ensuring compliance and timely completion.
• Processes a wide range of account transactions including stop payment orders, payroll deductions, automatic transfers, check orders, share deposits, and loan payments.
• Performs account maintenance functions including MasterCard payments and computation of interest withdrawal penalties.
• Receives and prepares documentation for wire transfer requests.
• Completes and maintains related reports, records, and files.
• Completes Unusual Activity Reports (UAR) when applicable and obtains required BSA training annually.
• Processes loan applications and assist members with questions throughout the loan application process, including phone, online, and digital submission channels.
• Provides guidance on loan options, eligibility requirements, rates, and next steps in the loan process.
• Assists members with enrollment, navigation, troubleshooting, and password resets for online banking, mobile banking, Bill Payment, Zelle, mobile deposit, and e-statements.
• Guides members through digital banking features and self-service tools to promote adoption and financial independence.
• Processes verification of deposit (VOD) requests accurately and in compliance with Credit Union policies.
• Verifies member identity in accordance with established security and fraud prevention procedures.
• Participates in contact center quality initiatives by self-monitoring recorded calls and making proactive adjustments to improve individual performance and service consistency.
• Handles routine member interactions independently and seamlessly escalates complex or sensitive issues to supervisors or specialized staff when appropriate.
• Completes monthly Contact Center statistical reports and contributes to team performance data.
• Collaborates with peers and leadership to support Credit Union values, vision, and strategies.

Benefits

• Sun Community Federal Credit Union is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED