Customer Service Advocate

Diamond Federal Credit Union • Pottstown, PA

7d

About The Position

The Member Advocate – Retail provides exceptional service to members while handling requests related to Credit Union products and services. The role maintains and deepens existing member account relationships by cross-selling and referring Diamond’s products and services at member touch points. The position is assigned to a branch and may require travel between branch locations. It has no direct reports.

Requirements

• Demonstrated dedication to positive, member-focused service.
• Actively support Diamond’s Commitment to Excellence.
• Good interpersonal and communication skills to handle member-related issues fairly and consistently.
• Ability to work through member situations and provide effective, accurate resolutions.
• Good organizational skills and attention to detail.
• Good technical skills and ability to work with multiple systems.
• Availability to begin work at 8:30 a.m. Monday through Friday.
• Availability to work until 5:15 p.m. Monday through Wednesday, and on a rotation basis until 7:15 p.m. Thursday and 6:15 p.m. Friday.
• Ability to travel between branches.
• High school diploma or equivalent.
• Two or more years of customer service experience.

Nice To Haves

• Customer service experience within a financial institution.

Responsibilities

• Manage member inquiries, questions, complaints, and account-related conflicts effectively.
• Support branch development initiatives, carry out assigned tactics, and meet individual goals.
• Maintain and deepen current account relationships through cross-selling, explaining product features, benefits, and value according to members’ needs.
• Deliver excellent service, meet or exceed member expectations, and provide a “wow” member experience.

What This Job Offers

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