Member Advisor I - Contact Center

American Heritage Credit Union • Philadelphia, PA

1d

About The Position

The Member Advisor I provides service to members, clients, and employees of American Heritage Federal Credit Union with accountability and integrity. The position provides information about the Credit Union and its services through telephone and other correspondence. It supports members by identifying questions and problems, recommending appropriate products or services, performing account transactions, researching inquiries, and following up to ensure member satisfaction. The role may also assist members at remote branch locations using PAT technology.

The position requires a professional, friendly, team-oriented approach and the ability to provide accurate information, follow through within agreed timeframes, listen effectively, and offer solutions suited to individual member needs. The employee must be willing to accept temporary or permanent reassignment and travel to other branches as business needs require. This is a full-time position with flexible availability required during Contact Center operating hours, including rotating Saturdays. Hours may change at management's discretion.

Requirements

• Education equivalent to a four-year high school diploma.
• Demonstrated ability to work independently.
• Proficiency in the Microsoft Windows environment.
• Strong understanding of the Credit Union's products, services, policies, and procedures.
• Excellent communication, organizational, problem-solving, and interpersonal skills.
• Well-developed interpersonal skills and the ability to project a positive, professional image when serving members.
• Good judgment to solve day-to-day problems within established guidelines.
• Willingness and availability to work Contact Center operating hours, including rotating Saturdays.
• Willingness to accept temporary or permanent reassignment and travel to other branches as needed.

Nice To Haves

• Prior Contact Center experience.

Responsibilities

• Provide service to Credit Union members and employees by phone, electronic communications, and mail.
• Provide accurate information about the Credit Union and its services, and respond to and follow through on requests within agreed timeframes.
• Analyze and identify members' questions or problems and refer or cross-sell products and services using the CRM system and DataVa to address members' financial needs.
• Perform account transactions and research member inquiries, including follow-up to ensure member satisfaction.
• Cross-train to assist members at remote branch locations using PAT technology.
• Provide service in a friendly, professional, pleasant, and efficient manner, listening effectively and offering appropriate solutions.
• Work collaboratively with a team and project a positive image of the Credit Union.
• Accept temporary or permanent reassignments and travel to other branches within the branch network as business needs require.

What This Job Offers

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