Customer Service - Call Center
About The Position
GTE Financial is seeking a customer-focused problem solver for its Member Care Team. The Member Experience Advocate I helps create a remarkable member experience by taking ownership of member interactions, supporting team and organizational goals, and participating in department, organizational, and community initiatives. The role handles inbound calls and/or virtual teller sessions, answers fundamental questions about checking and savings accounts, researches transactions, and provides balance information. The advocate gathers information, analyzes facts, educates members about suitable products and services, and may refer loan opportunities based on member needs. The position requires prompt, prepared, positive service and the ability to learn and use virtual banking technology. The role is based at GTE Headquarters in Downtown Tampa and is described as remote in nature, though management may change the arrangement with notice if possible. Remote and hybrid workers need a quiet workspace and specified internet and video capability; hybrid candidates must live within driving distance and be able to commute when needed. Department hours are Monday through Sunday, 7:00 a.m. to 8:00 p.m. Full-time hours are required, with additional hours as necessary to meet objectives, goals, and project needs.
Requirements
- High school diploma or equivalent from an accredited institution.
- Minimum 1–3 years of experience, or a combination of education and experience.
- Previous customer service, banking, and/or call center experience.
- Working knowledge of Word, Excel, and Explorer; 10-key skills.
- Functional knowledge of the Bank Secrecy Act and other applicable federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
- For remote work, a quiet workplace, power and high-speed internet over 100 MB minimum, and video capability; 1.5 Mbps up and down is recommended.
- Hybrid candidates must live within driving distance of the office and be able to commute regularly as needed.
Nice To Haves
- Some college.
- Bilingual English/Spanish.
- Ability to meet performance standards required for some alternative work arrangements.
Responsibilities
- Manage inbound calls and/or virtual teller sessions.
- Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balances.
- Refer quality loan opportunities based on member needs.
- Gather information, analyze facts, and educate members about appropriate products and services to provide one-point resolution.
- Deliver timely, prepared, positive service to members and support the team.
- Present information effectively in one-on-one and small-group settings to members and employees.
- Follow and stay updated on Member Care and credit union procedures and policies.
- Learn additional tasks through training and/or the knowledgebase to advance to Member Experience Advocate II.
- Work toward individual, team, and organizational goals.
- Communicate consistently with the leadership team.
- Participate in team, organizational, and community initiatives.
- Complete required training on time and maintain current knowledge of applicable compliance rules and regulations through assigned training.
- Meet technical requirements before the first day of training when working remotely or in a hybrid arrangement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
