Member Advocate 1 (Call Center Representative) PART TIME hours

Role Overview 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. Schedule Monday-Friday 1:00‑5:00 and Saturdays 9:00‑1:00 Member Support Support members over the phone, chat system, and email. Interactions involve identifying members, 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. Salary $20/hr + (dependent on experience) Essential Functions & Responsibilities 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. Understand and provide basic electronic channels support (online banking and Bill Pay, 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. Apply proper procedures to open & close shares, add & remove entities on personal accounts, and maintain accurate and current information for members. 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 authority to the supervisor along with recommendations. Make decisions that align with the credit union's core values while adhering to policies and procedures. 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 Attention to Detail – Tasks performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. Member Focus – Demonstrated member service in day-to-day business, support for co‑workers and external members, clients, etc. Problem Solving – Ability to predict, recognize, and define problems, and to generate, select, and implement timely and meaningful solutions. Teamwork & Cooperation – Promotion of a collaborative, cooperative, and productive working environment, with sensitivity, team building, support, respect, and synergy. Initiative – Ability to perform job responsibilities independently, proactively complete tasks, solve problems, improve processes, enhance products, and extend services within the assigned authority. Knowledge & Skills Experience: One month to twelve months of similar or related experience. Education: A high school education or equivalent. Interpersonal Skills: Significant level of trust and diplomacy is required, along with normal courtesy and tact. Work involves extensive personal contact, possible motivation, influence, or training of others, and fostering sound relationships with outside entities (companies and/or individuals) often requiring the ability to influence or sell ideas or services. Other Skills: Good computer and communication skills. #J-18808-Ljbffr