Customer Service Advocate

Diamond Credit Union • Pottstown, PA

6d • Onsite

About The Position

The Member Advocate – Retail provides exceptional member service 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 location and may require travel between branches. It has no direct reports.

The role supports branch development initiatives, meets individual goals, and works to deliver an excellent, “wow” member experience. Duties and responsibilities may change at any time with or without notice.

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.
• Be available at 8:30 a.m. Monday through Friday.
• Be available until 5:15 p.m. Monday through Wednesday, and on a rotational 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 and execute assigned branch development tactics while meeting individual goals.
• Maintain and deepen current account relationships through cross-selling and referrals.
• Present product and service features, benefits, and value to members with differing needs.
• Meet and exceed members’ expectations and provide an excellent member experience.
• Travel between branch locations when needed.

What This Job Offers

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