Member Experience Center - Member Loyalty Advocate

Exciting • Phoenix, AZ

8h

About The Position

The Member Loyalty Advocate is part of a dedicated phone team handling inbound and outbound calls to support member retention. The role focuses on delivering exceptional customer service, preventing account cancellations, and building strong member relationships through education about relevant products, services, and membership benefits. The advocate responds to organization-wide member surveys, investigates concerns and escalations, and provides tailored solutions that support member satisfaction and loyalty.

Requirements

• High school diploma or GED.
• At least 2 years of experience in a call-center or customer service environment.
• At least 1 year of experience in financial services.
• Clear, persuasive communication skills to engage and retain members, resolve concerns, and educate members about products and services.
• Advanced problem-solving and conflict-resolution skills, including the ability to investigate, analyze, and identify root causes of member concerns and escalations.
• Effective negotiation skills to develop and retain member relationships.
• Ability to address member concerns with discretion and flexibility, responding quickly and appropriately to varying needs.
• High learning agility and readiness to adapt to new processes and apply new knowledge or product information.
• Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment while ensuring quality service.

Responsibilities

• Engage with members through inbound and outbound calls, building strong relationships and enhancing member satisfaction.
• Minimize cancellation requests by negotiating effectively and educating members about products, services, and membership benefits.
• Identify, promote, and secure additional products and services that benefit members and strengthen relationships.
• Use knowledge of industry trends and company offerings to make informed decisions that enhance the member experience.
• Investigate member concerns, identify root causes, and resolve issues to support satisfaction and loyalty.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED