Member Experience Advocate - Onscreen Teller - Bilingual, Spanish Highly Preferred

GTE Financial•Tampa, FL

2d•Remote

About The Position

GTE Financial is seeking a customer-focused, problem-solving individual for the Member Experience Advocate I role within the Member Care Team. This team is dedicated to growth, development, innovation, and delivering a remarkable member experience. Each employee is an owner of this experience and committed to its success. The role involves managing inbound calls and virtual teller sessions, resolving member inquiries about accounts, conducting transaction research, and handling balance inquiries. It also requires referring loan opportunities based on member needs, educating members on products/services for one-point resolution, and supporting team members with a positive attitude. Proficiency in technology and virtual banking is essential, as is the ability to present information effectively to members and colleagues.

Requirements

High school diploma or equivalent from an accredited institution.
Previous customer service, banking, and/or call center experience required.
Working knowledge of Word, Excel, and Explorer; 10 key skills.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act.
A quiet workplace so you can focus on delivering excellent service to our members.
Candidates must provide and meet all technical requirements prior to the first day of training.
Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Nice To Haves

Some college preferred.
Bilingual preferred (English/Spanish).

Responsibilities

Manages inbound calls and/or virtual teller sessions.
Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
Ability to refer quality loan referrals based on member needs resulting in a higher level of member engagement.
Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution.
Support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.
Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking.
Adheres and remains updated on all Member Care and credit union procedures and policies.
Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
Commit to achieving individual, team, and organizational goals.
Communicate with the leadership team on a consistent basis.
Engages in the team, organizational, and community initiatives.
Responsible for completing all required training in a timely manner.
Maintains current knowledge of all applicable compliance rules and regulations through assigned training.