Call Center- Member Advisor II - Northeast Philadelphia

Member Advisor II

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.

American Heritage Federal Credit Union