Customer Service - Call Center - Tampa, FL

GTE Financial•Tampa, FL

1d•Remote

About The Position

GTE Financial is seeking a problem-solving, customer-focused Member Experience Advocate I for its Member Care Team. The team is empowered to take ownership of its growth, department, organization, and community, and to create an environment that drives innovation and delivers a remarkable member experience. The role manages inbound calls and/or virtual teller sessions, resolves fundamental questions about checking and savings accounts, researches transactions, and provides balance information. The advocate gathers information, analyzes facts, educates members about appropriate products and services, and makes quality loan referrals based on member needs. The position also requires timely, prepared, positive support for members and colleagues; effective communication; and proficiency with technology and virtual banking products. The position is remote in nature, but the employee must live within commuting distance of GTE's Downtown Tampa headquarters and within the GTE branch footprint, and must be able to commute to the office as needed. Remote work requires a quiet workspace and qualifying power, internet, and video capability. Management may change the remote designation with appropriate notice, if possible. The department operates Monday through Sunday, 7:00 a.m. to 8:00 p.m. Full-time hours are required, with additional hours as necessary to accomplish objectives, goals, and projects.

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, live within commuting distance of the Downtown Tampa office and within the GTE branch footprint, and be able to commute to the office as needed.
For remote work, provide a quiet workspace, power, high-speed internet over 100 Mbps, and video capability; candidates must meet technical requirements before the first day of training.

Nice To Haves

Some college.
Bilingual English/Spanish.

Responsibilities

Manage inbound calls and/or virtual teller sessions.
Resolve fundamental member inquiries about checking and savings accounts, research transactions, and provide balance information.
Refer quality loan opportunities based on member needs to improve member engagement.
Gather information, analyze facts, and educate members about appropriate products and services to provide one-point resolution.
Support members and teammates in a timely, prepared, and positive manner.
Present information effectively in one-on-one and small-group situations to members and employees.
Learn and use virtual banking products and technology.
Follow and stay current on Member Care and credit union procedures and policies.
Learn additional tasks through training and/or the knowledgebase to progress to Member Experience Advocate II.
Work toward individual, team, and organizational goals and 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.