Contact Center Member Advisor (On-Site) - Kendall

Job Title

Duties and Responsibilities include:

• Perform all Level 1& 2 responsibilities, plus:
• Process account closures, retention efforts, and account number changes, ensuring security and compliance with credit union policies.
• Open and close share certificates, IRAs, ensuring accurate interest calculations and compliance with federal regulations.
• Guide members through fraud claims that require account restructuring or secure solutions, including account number changes.
• Assist with specialized transactions, including stop payments, balance adjustments, and service charge disputes.
• Work closely with retention teams to proactively engage at-risk members and implement strategies to prevent account closures.
• Act as a backup for handle escalations that require in-depth analysis and resolution, ensuring positive member experiences and regulatory adherence.
• Serve as a subject matter expert (SME), mentoring Level 1 & 2 Associates and assisting with training initiatives.
• Contribute to knowledge base updates, ensuring accurate and current information is accessible to all team members.
• Act as a backup to the CC Assistant Manager, stepping in when needed to provide supervisory support and ensure operational continuity.
• Monitor and report on trends in member inquiries, helping leadership identify areas for policy updates or service enhancements.
• Take loan applications over the phone, assisting members with eligibility, documentation requirements, and application processing, particularly during peak periods or when high application volumes occur.
• Perform other duties as assigned to support the Member Contact Center's efficiency and member satisfaction.

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Qualifications

Skills

Preferred

Active Listening

Advanced

Bilingual Creole

Advanced

Bilingual Spanish

Advanced

Communication - Verbal and Written

Advanced

Member Service

Advanced

Behaviors

Preferred

Dedicated

Devoted to a task or purpose with loyalty or integrity

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Team Player

Works well as a member of a group

Enthusiastic

Shows intense and eager enjoyment and interest

Motivations

Preferred

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Growth Opportunities

Inspired to perform well by the chance to take on more responsibility

Self-Starter

Inspired to perform without outside help

Education

Required

High School or better.

Preferred

Associates or better.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.