Member Advocate - Customer Service Rep.

Diamond Credit Union•Pottstown, PA

2d•Onsite

About The Position

The Member Advocate - Member Experience Center-Call handles member requests and provides exceptional member service. This role utilizes product knowledge to identify cross-sell opportunities and refers members to appropriate credit union specialists. The primary focus is on effectively managing incoming calls, ensuring they are answered promptly and within established performance standards for speed of answer and abandon rates. Responsibilities include assisting members with a wide range of account-related needs, such as inquiries, account reconciliation, product and service fee explanations, fee refunds, fund transfers, stop payment requests, debit card management, credit card and loan payments, account maintenance, check reorders, and coordinating with internal support departments and external third parties.

Requirements

Demonstrated dedication to positive, member-focused service.
Good interpersonal and communication skills.
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

Effectively 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 and account management.
Process routine account-related requests including account reconciliation, explanation of products, service fees, and overdraft charges.
Process fee refunds.
Handle fund transfers and stop payment requests.
Manage debit card inquiries, including usage, limits, and dispute processing.
Process credit card and loan payments.
Perform account maintenance changes such as name/address and phone number updates.
Process check reorders.
Interact with internal support departments and third parties.
Recognize cross-sell opportunities and refer to appropriate credit union specialists.