Contact Center Service Advisor

About the role

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on...

Responsibilities

• Handle member inquiries via phone (inbound/outbound), email, relay calls, and written correspondence.
• Research and resolve issues through financial transactions, account/card maintenance, digital support, member education, and cross-serving appropriate services.
• Perform case-by-case functions beyond standard guidelines, such as fee refunds, debit card limit increases, granting additional services, and advanced account, share, and loan maintenance.
• Compose written correspondence to verify information or address account inquiries.
• Act as the first point of escalation for member concerns, using interpersonal and problem-solving skills to de-escalate issues.
• Use company software and systems for member interactions. Navigate internal resources like the knowledge base, information library, and intranet to support accurate and efficient service delivery.
• Perform various back-office functions as needed. Provide backup support for other skills within the contact center.
• Authenticate members across all communication channels following proper security policies and procedures. Ensure adherence to operational standards and guidelines.
• Engage in ongoing training, implement feedback, and conduct self-evaluations to improve performance. Support back-office functions, assist with training/testing of new services, and maintain knowledge of Contact Center operations.
• Other duties as assigned.

Schedule

Monday thru Friday 10:00am - 6:00pm with rotating 3rd Saturday.

Qualifications

• High School (Required)
• Any equivalent combination of experience and education.