Member Advocate 1 (Call Center Representative)

Job Description

Job Description

Role:

Support the credit union’s vision of being the community’s most loved financial institution, and its mission to make people’s financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union’s core values in all interactions.

Support members over the phone, chat system, and email. Interactions involve identifying members over the phone, processing account transactions, conducting account & check research, modifying & maintaining personal accounts, basic electronic channels support, answering member questions, identifying fraud, and providing accurate information regarding credit union products and services.

Essential Functions & Responsibilities:

1. Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs
2. Understand and provide basic electronic channels support (online banking and Bill Pay support, SWBC, fraud support, P2P) and be proficient in transactions and processes, including one-time and recurring transfers, loan & credit card payments, cashier's checks, wire transfers, debit and credit card maintenance and management, identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand and apply proper procedures to open & close shares, add & remove entities on personal accounts, and maintain accurate and current information for members.
3. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations.
4. Make decisions that align with the credit union's core values while adhering to policies and procedures.
5. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned.

Performance Measurements:

1.  Attention to Detail - The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
2.  Member Focus - The degree to which member service is demonstrated in the day-to-day business   environment. The level of support for co-workers as well as outside members, clients, etc.
3.  Problem Solving - The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.
4.  Teamwork & Cooperation - The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted.
5.  Initiative - The ability to perform job responsibilities independently and responsibly. The ability to proactively complete tasks, solve problems, improve processes, enhance products, and/or extend services within assigned range of authority.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.
Education:  A high school education or equivalent.
Interpersonal Skills:  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills - Good computer and communication skills

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