Member Care Advocate 1

Five Star Credit Union•Dothan, AL

6h•$20 - $25

About The Position

The Member Care Advocate I is an entry-level Operations position responsible for handling designated member service calls promptly and courteously. The role resolves member questions and problems involving account maintenance, payments, products, and services; completes and maintains related reports, records, and files; cross-sells credit union products and services; and supports Call Center functions. The position is expected to provide outstanding service, use and maintain job-relevant technical skills, work within established guidelines and a sales environment, and contribute to a team-oriented organization. The role receives member questions and complaints by telephone, researches and resolves documentation or posting errors, provides information about credit union policies and member accounts, performs basic account maintenance, and assists members with electronic services. It also coordinates with colleagues and management, completes required records and weekly Call Center statistical reports, attends meetings as required, and performs related clerical or departmental duties. The position reports to the Call Center Manager and supervises no employees. Work is performed in typical office conditions without hazardous or significantly unpleasant conditions. The work is sedentary, involving sitting most of the time and occasional exertion of up to 10 pounds. It requires frequent, accurate verbal communication and finger dexterity, along with average hearing and visual abilities.

Requirements

High school graduate or equivalent.
At least 1–3 years of customer service and call center experience, or relevant work experience; the posting describes this experience as preferred.
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 handle 75 or more incoming calls daily.
Strong work ethic and consistent exercise of the organization’s Core Values.
Ability to make decisions within established guidelines and work in a sales environment.
Ability to carry out detailed but straightforward instructions and address problems involving a few variables.
Ability to perform basic arithmetic, including operations with money and units of measure.
Ability to communicate verbally and in writing using complex sentences and appropriate vocabulary and grammar.
Capacity for almost continuous verbal communication and frequent accurate delivery of detailed or important information.
Finger dexterity for tasks such as typing and handling small objects.
Sedentary work, primarily sitting, with occasional exertion of up to 10 pounds.

Nice To Haves

Knowledge of the financial industry.
Customer service and call center experience.

Responsibilities

Handle member telephone questions and complaints professionally and courteously.
Research and resolve documentation and posting errors or discrepancies.
Provide members with information about credit union policies, procedures, programs, accounts, orders, payments, products, and services.
Perform basic account maintenance and assist members with electronic services.
Cross-sell appropriate credit union products and services.
Maintain and protect the credit union’s professional reputation.
Keep the supervisor informed about area activities and significant problems.
Complete required reports and records accurately and promptly, including weekly Call Center statistical reports.
Attend and participate in meetings as required.
Assist other departments as necessary and perform related clerical duties.
Keep the work area clean, secure, and well maintained.