Sr. Call Center Rep - Escalations Experience - $30/hour

Broadview Federal Credit Union•Albany, NY

10d•$30

About The Position

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place! Summary of Role: The Member Advocate serves as a trusted advisor, empathetic listener, and service professional, delivering world-class support with a hospitality-driven approach. This role is designed to elevate the member experience by blending financial expertise with the warmth and attentiveness found in the best hospitality environments. Member Advocates engage members in meaningful, consultative conversations that uncover needs, offer tailored solutions, and build lasting relationships. Member Advocates are empowered to resolve issues independently at first contact, leveraging advanced problem-solving skills and digital fluency to navigate systems efficiently. They handle sensitive and complex interactions with care, ensuring every member feels heard, understood, and valued. Member Advocates are also champions of continuous improvement, always seeking ways to enhance service delivery, efficiency, and member outcomes.

Requirements

Associate’s degree or equivalent experience (a combination of education and relevant work experience will be considered).
Minimum of two (2) years of contact center experience, preferably in a financial institution or credit union environment.
Demonstrated ability to resolve issues independently and efficiently, with a focus on first contact resolution.
Strong proficiency in navigating banking technologies and digital platforms.
Ability to work a structured schedule that includes evenings and weekends.

Nice To Haves

Lending certification is a plus.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

Responsibilities

Provide exceptional service by actively listening, demonstrating empathy, and resolving member inquiries with professionalism and accuracy.
Resolve issues at first contact whenever possible, using sound judgment, resourcefulness, and a thorough understanding of internal policies and procedures.
Manage inbound calls, chats, and / or emails related to account information, transactions, digital banking, and financial products.
Proactively educate members on Broadview’s products, services, and digital tools, identifying opportunities to enhance financial wellness and deepen relationships.
Maintain a thorough understanding of Broadview policies, procedures, and compliance requirements to ensure accurate and secure handling of member information.
Navigate multiple banking systems and technologies to research, resolve, and document member interactions efficiently and securely while ensuring compliance with regulatory requirements and internal controls on handling member data and financial transactions.
Meet or exceed performance metrics and KPIs, including but not limited to, quality assurance, call handle time, member satisfaction, productivity, and service excellence goals.
Continuously seek opportunities to improve service delivery, streamline processes, and enhance member outcomes.
Collaborate with team members and leadership to support a positive, solutions-oriented culture and contribute to ongoing process improvements.
Participate in ongoing training and development to strengthen product knowledge, technical proficiency, and communication skills.