Member Care Advocate 1

Five Star Credit Union•Dothan, AL

101d•Onsite

About The Position

Entry level position that is responsible for handling specific member service calls in a prompt and courteous manner. Resolves member questions and problems regarding account maintenance, payments, products, and services. Completes and maintains related reports, records, and files. Cross-sells products and services and supports all functions within the Call Center.

Requirements

High school graduate or equivalent.
Knowledge of financial industry preferred
At least 1-3 years of experience in customer service and call center preferred or relevant work experience.
Excellent communication and public relations skills.
Ability to work well under pressure in a team environment.
Excellent computer skills.
Solid math skills and bookkeeping abilities.
Ability to take 75+ incoming calls daily
Strong work ethics and Core Values must be always exercised
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Position requires capacity for almost continuous verbal communication and detailed or important instructions or ideas must frequently be conveyed accurately, loudly or quickly.
Able to hear average or normal conversations and receive ordinary information.
Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

Responsibilities

Receives member telephone questions and complaints in a professional manner.
Completes research and resolves documentation and posting errors or discrepancies.
Provides general information to members on Credit Union policies, procedures, and programs.
Provides basic information to members on accounts, orders, payments, products, and services.
Performs basic maintenance functions on accounts.
Maintains and protects the Credit Union's professional reputation.
Assist members with electronic serves.
Cross-sells appropriate products and services.
Keeps supervisor informed of area activities and significant problems.
Completes required reports and records accurately and promptly.
Attends and participates in meetings as required.
Assists other departments as necessary.
Performs related clerical duties as needed.
Keeps work area clean, secure, and well maintained.
Actively and professionally cross sells Credit Union products and services.
Completes weekly Call Center statistical reports.