Member Advocate - Member Experience Center - Call

Diamond Credit Union • Pottstown, PA

5d

About The Position

Member Advocate – Member Experience Center-Call handles member requests and provides exceptional member service, using product knowledge to recognize cross sell opportunities and refer to appropriate credit union specialists.

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.
• Ability to be available at 8:00am M-Sat.
• Available to work until 5:00pm M-W, 7:00pm Th, 6:00pm Fri, and 1:00pm Sat on a rotational basis.
• High school diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution.

Responsibilities

• Effectively handle incoming calls, making sure all calls are answered within 2 rings, while ensuring established average speed of answer performance and abandon rate standards are met.
• Assist members with general inquiries, account management, routine account-related requests such as: account reconciliation, evaluation and explanation of products, service fee and overdraft charges, up to and including fee refunds, transfer of funds, stop payment requests, debit cards (i.e.: usage, limits and dispute processing), credit card and loan payment processing, account maintenance changes (i.e.: name/address, phone, etc.) check reorders and interaction with internal support departments and 3rd parties.

What This Job Offers

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