Call Center- Member Advisor II - Northeast Philadelphia

Job Description

Job Description

American Heritage Credit Union, a $5+ billion credit union has immediate openings available in our Contact Center as a Full-Time Member Advisor II. This position provides information concerning the credit union and its services to the membership via phone and other forms of correspondence.

Starting compensation from $20.50 - $22.50 per hour based on experience and education with potential for incentives! There is also a $2.00 increase per hour for all time after 5:00PM in the Contact Center along with time worked on Saturdays!

Responsibilities Include :

• Provide an ultimate level of service to the members and employees of American Heritage Federal Credit Union in a pleasant, efficient manner via telephone, electronic communications and/ or mail.
• Ability to analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the ACS system in order to meet the expectations/ financial needs of the member.
• Perform various transactions on accounts and research member inquiries including follow up to ensure member satisfaction.
• Provide education to new Member Advisors I to answer incoming calls, to use all necessary programs to assist the membership, advanced knowledge of Credit Union Products and Services.
• Act as a resource for the Member Advisors for questions and program support.
• Provides supervision in the absence of the Member Advisor Supervisor and/or Manager. Inform Supervisor/Manager of the coaching and assistance that was provided to the MA I upon their return.
• Provide feedback to Member Advisor Supervisor for coaching purposes.
• Answer escalated calls from Member Advisor I satisfy the member needs by offering alternative solutions, contact the appropriate department for assistance and follow up with the member in the agreed upon time frame.

Requirements Include:

• Must have 1-3 years of prior Contact Center experience or relevant phone/sales experience.
• Must be flexible and available to work Contact Center hours of operation:
• Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.
• Hours are subject to change at any time at the discretion of management based on the needs of the Credit Union.
• We offer a competitive salary, an outstanding benefits package, including a 401(k) with a generous company match and a friendly, progressive & environmentally friendly work environment.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.