Member Advocacy and Solutions Lead

The Power to Shine • Gainesville, FL

14d • Hybrid

About The Position

The Member Advocacy and Solutions Lead Role assists members and potential members with requests for information via telephone, e-mail, web based and electronic means. This role explains products and services, responds to problems, and directs inquiries to the appropriate area. The Lead is responsible to coach, develop and lead MAST employees to obtain individual and organizational growth goals while delivering an exceptional member service experience. This role fosters a positive approach to successfully assist in motivating staff to meet and exceed goals and objectives. The Lead establishes strong member relationships and teaches relationship building techniques to staff. This role is responsible for contact center operations, process management, employee development and relationship building with members and employees throughout the organization. The Member Advocacy and Solutions Lead acts as backup to the Contact Center Manager.

Requirements

• Five years to eight years of similar or related experience.
• Two-year college degree, OR completion of a specialized certification or licensing, OR completion of specialized training courses conducted by vendors, OR job-specific skills acquired through an apprenticeship program.
• Work involves significant personal contact with others inside and/or outside the organization for first-level conflict resolution, building relationships, and soliciting cooperation.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Able to operate a computer keyboard.
• Able to make decisions with minimum information.

Responsibilities

• Assists members and potential members with their telephone, chat, texts, or email requests.
• Answers questions about products and services and resolves problems within their authority.
• Refers problems beyond their authority to their supervisor with recommendations.
• Handles secured messages, multiple chat sessions, account maintenance and account opening/closing procedures.
• Addresses IRA related questions, Bill Pay inquiries, and handles Representative and Specialist questions.
• Takes escalated member calls.
• Trains new hires.
• Develops customer experience call reviews and compliance coaching.
• Participates in projects as needed.
• Processes and ensures the distribution of work including calls (inbound/outbound), online secured messages, online wire transfer requests, and emails.
• Assists with BILLPAY Admin and ebanking Admin.
• Meets sales and member growth objectives.
• Handles clerical tasks including faxes, address changes, account closings, check withdrawals, and schedule updates using the scheduling platform.
• Performs real-time monitoring for the Inbound Contact Center.
• Acts as backup to the Contact Center Manager, making decisions regarding fee refunds and other escalated issues.
• Assists with scheduling, attendance, and associate performance.
• Ensures time service expectations are met.
• Assists with the development, observation, and coaching of associates.

Benefits

• Strong financial foundations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree