Member Advocate - Customer Service Rep.
About The Position
The Member Advocate – Member Experience Center-Call handles member requests and provides exceptional member service. This role utilizes product knowledge to recognize cross-sell opportunities and refer members to appropriate credit union specialists. The primary responsibilities include effectively handling incoming calls, ensuring all calls are answered within 2 rings, and meeting established average speed of answer performance and abandon rate standards. The role also involves assisting members with general inquiries, account management, and routine account-related requests such as account reconciliation, explanation of products and services, fee refunds, fund transfers, stop payment requests, debit card inquiries and dispute processing, credit card and loan payment processing, account maintenance changes, and check reorders. Interaction with internal support departments and third parties is also a key function.
Requirements
- Demonstrated dedication to positive, member-focused service.
- Good interpersonal and communication skills to ensure member-related issues are handled in a fair, consistent manner.
- Good organizational skills and attention to detail.
- Ability to work through member situations and provide effective and accurate resolutions.
- Good technical skills and ability to work with multiple systems.
- High school diploma or equivalent.
- Two plus years of customer service experience, preferably within a financial institution.
Responsibilities
- Handle incoming calls, ensuring all calls are answered within 2 rings.
- Meet established average speed of answer performance and abandon rate standards.
- Assist members with general inquiries, account management, and routine account-related requests.
- Perform account reconciliation, evaluation and explanation of products, service fee and overdraft charges.
- Process fee refunds, transfer of funds, stop payment requests, and debit card inquiries.
- Handle credit card and loan payment processing.
- Make account maintenance changes (e.g., name/address, phone).
- Process check reorders.
- Interact with internal support departments and 3rd parties.
- Recognize cross-sell opportunities and refer to appropriate credit union specialists.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
