Member Experience Center - Member Loyalty Advocate

Desert Financial Credit Union • Phoenix, AZ

1d

About The Position

The Member Loyalty Advocate is part of a dedicated phone team that handles inbound and outbound calls using both reactive and proactive member-retention strategies. The role focuses on delivering exceptional customer service and preventing account cancellations by building relationships, educating members about relevant products and services, and explaining the value of membership.

The advocate responds to organization-wide member surveys to understand concerns, dissatisfaction, and unresolved issues, then provides tailored solutions. The position also investigates and resolves member escalations to improve satisfaction and loyalty. The ideal candidate uses persuasion and negotiation to retain members' business and create a positive member experience.

Requirements

• High school diploma or GED required.
• At least 2 years of experience in a call-center or customer service environment required.
• At least 1 year of experience in financial services required.
• Clear, persuasive communication skills to engage and retain members by resolving concerns and educating them about products and services.
• Advanced problem-solving and conflict-resolution skills, including the ability to investigate, analyze, and identify root causes of concerns and escalations.
• Ability to use insights into member concerns to proactively resolve issues and provide tailored solutions.
• Effective negotiation skills to develop and retain member relationships.
• Ability to address member concerns with discretion and flexibility and respond quickly and appropriately to varying needs.
• High learning agility and readiness for change, including ability to adapt to new processes and quickly apply new knowledge about products.
• Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment while maintaining quality service.

Nice To Haves

• Financial services experience focused on retention, sales, or escalation management is preferred.

Responsibilities

• Engage with members through inbound and outbound calls, building relationships and enhancing member satisfaction.
• Minimize cancellation requests by using negotiation skills and educating members about products, services, and membership benefits.
• Identify, promote, and secure additional products and services that benefit members and strengthen relationships.
• Apply 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 member satisfaction and loyalty.
• Perform other job-related duties as assigned.

What This Job Offers

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