Member Solutions Advocate I (Call Center Representative)

Rockland Federal Credit Union • Rockland, MA

6d • $20 - $22 • Hybrid

About The Position

We’re looking for a friendly, service-focused, and detail-oriented Member Solutions Advocate I (Call Center Representative) to join our team. In this role, you’ll be a key point of contact for members, providing knowledgeable, efficient, and personalized service while helping members make the most of their financial products and services. If you enjoy helping people, solving problems, and working in a fast-paced, team-oriented environment, this could be the opportunity for you!

Requirements

• High school diploma or equivalent required.
• Previous banking, financial services, or call center experience preferred.
• Strong written and verbal communication skills with the ability to communicate clearly and professionally with members.
• Strong customer service skills and a genuine commitment to helping others.
• Ability to manage multiple tasks, prioritize responsibilities, and work effectively in a fast-paced environment.
• Strong attention to detail and accuracy when processing transactions and maintaining member information.
• Ability to work collaboratively as part of a team while also independently resolving member needs.
• Comfortable learning and using technology, systems, and digital tools.
• Ability to identify member needs and confidently recommend appropriate products and services.
• Commitment to delivering a high-quality experience to both internal and external members.

Responsibilities

• Answer inbound member calls within established service levels, providing professional, efficient, and personalized service.
• Develop and maintain a strong understanding of products, services, policies, and procedures to effectively assist members.
• Accurately process routine transactions, account maintenance, and service requests while maintaining complete and accurate records.
• Document and track member interactions and requests in accordance with established procedures.
• Proactively identify and resolve member questions and issues within the scope of responsibility, escalating complex matters as appropriate.
• Identify opportunities to recommend additional products and services based on member needs.
• Collaborate with branch and internal teams to resolve member needs and provide a seamless member experience.
• Maintain confidentiality and protect member information in accordance with policies and procedures.
• Support department service standards and performance goals while contributing to a positive, team-oriented environment.
• Perform other duties and responsibilities as assigned.

Benefits

• Competitive pay
• Annual incentive/bonus potential
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Generous paid time off and holidays
• Tuition reimbursement and professional development opportunities
• Opportunities for professional growth and career development
• Meaningful work that positively impacts our members and communities

What This Job Offers

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