Member Solutions Advocate I (Call Center Representative)

Job Description

Job Description

About the Opportunity

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less.

For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve.

If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Why You'll Love Working Here

• Certified Great Place to Work®
• Competitive pay
• Annual incentive/bonus potential
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Hybrid work from home flexibility (min 3 days a week in office)
• 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

About the Role

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!

What You'll Do

• 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.

What We're Looking For

• 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.

Work Schedule

This is a full time 40 hour a week position, weekday shifts are scheduled Monday through Friday as 8:00 AM – 5:00 PM or 8:00 AM – 6:00 PM, with one consistent weekday off each week. This position also requires alternating Saturdays from 8:30 AM – 1:00 PM.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated

against on the basis of disability.

In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $20.00 - $22.00 per hour, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer.

This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements.

At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: “The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States.

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