Contact Center Representative 1

Build Your Career. Make a Difference. Since 1949, Sidney Federal Credit Union (SFCU) has been committed to helping people achieve financial success and strengthening the communities we serve. What began as a small member-owned cooperative in Sidney, New York, has grown into a trusted financial institution with more than $1 billion in assets and a presence across New York. At SFCU, we believe great member experiences start with great employees. Were building a workplace where people can grow, contribute, collaborate, and build meaningful careers while making a positive impact on our members and communities. When you join SFCU, you become part of a team that values service, innovation, professional growth, and relationships. Whether youre helping members reach important financial milestones, improving processes, developing new solutions, or supporting the teams who serve our members, your work matters. Position Summary At Sidney Federal Credit Union, we believe every interaction is an opportunity to make a positive impact. As a Contact Center Representative, you will serve as the first point of contact for many of our members, delivering exceptional service over the phone and through digital communication channels. You will assist members with their everyday banking needs, provide solutions to questions and concerns, educate members on our products and services, and help strengthen member relationships by identifying opportunities to improve their financial well-being. Success in this role requires strong communication skills, a passion for helping others, attention to detail, and the ability to thrive in a fast-paced environment. Key Responsibilities Assist with account inquiries, balances, transaction history, and account maintenance, while processing a variety of transactions including transfers, loan payments, stop payments, debit card requests, account updates, and other servicing needs.Support members by providing technical assistance for digital banking services, including Online Banking, Mobile Banking, Bill Pay, and Remote Deposit Capture. Troubleshoot access and functionality issues while educating members on available self-service tools to promote confidence, convenience, and an enhanced digital banking experience.Maintain the confidentiality and security of member information in accordance with established policies, procedures, and applicable regulatory requirements.Build strong member relationships through conversations that identify opportunities to improve financial well-being, educate members on SFCU products and services, recommend solutions aligned with their needs, and contribute to individual and team referral and service goals.Effectively multitask in a fast-paced environment by navigating multiple systems, adapting to new technologies, and managing competing priorities.Demonstrate strong communication, customer service, and relationship-building skills by actively listening, identifying member needs, and delivering exceptional service through every interaction.Resolve member concerns efficiently while maintaining a positive and professional experiences. Perform other duties and responsibilities as assigned.