Here's what members can expect when Sunward upgrades its contact center communications system on May 15, 2024.

woman holding a cell phone and typing on a laptop

Same phone numbers – better member experience!

Sunward is upgrading its contact center communications system on May 15, 2024. This update is not just about modernizing our technology – it's about improving the member experience. Here's what members can expect:

  • Our phone numbers are not changing. You can still call us at 505.293.0500 or 800.947.5328. Direct lines to Sunward representatives will also stay the same.
  • For your security, you may be asked to authenticate your identity. 
    • The new system will look up the phone number from which you are calling. You’ll be asked to enter your account number and the last four digits of your Social Security Number. The system will match your phone number with the information provided to authenticate many types of transactions. (Not sure how to find your account number? Click here to learn how.)
    • If a phone number match is not found, and/or if you prefer to authenticate your identity verbally, a member service representative will walk you through the process. 
    • Two-factor authentication (2FA) may also be used to authenticate your identity. 2FA involves providing us with a numeric code that we send you by SMS (text) message. If you don't have a mobile number listed for your accounts, or if you prefer not to authenticate your identity in this manner, you will need to correctly answer some current knowledge-based assessment questions instead.
  • We’ll get you to the right person to handle your request. The new system is designed to be more user-friendly and route you to the right place. It will add specialized routing for debit or credit card-related calls, account fraud, business and IRA accounts, and for advanced account services such as estate accounts, power of attorney, or bereavement services. Some menu options will change in the new system.
  • Spanish speakers will be supported. The new system will offer the ability to connect with a Spanish-speaking representative.
  • The system’s recorded voices are changing. They’re intended to provide a fresh, dynamic experience without compromising clarity.
  • Automated phone banking is not changing. You can “bank by phone” in the same manner you do now. If you exit phone banking to speak with a representative, you will now have the option to hear your account information if you’re placed on hold. 

In upgrading our contact center communications system, Sunward remains committed to enhancing member experience while maintaining familiarity and security. We look forward to serving you seamlessly with our improved features and personalized assistance.