Customer Service Representative - Branch

Diamond’s culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you can build your career. Employees believe in doing more for members and the community, which has helped make Diamond one of the Best Places to Work in PA for 10 consecutive years.

About the role

The Member Advocate - Retail provides exceptional member service experiences while handling member requests related to Credit Union products and services. This role maintains and deepens existing member account relationships through cross-selling and referring Diamond’s products and services at all member touch points.

Work Location: Assigned branch location. Ability to travel between branch locations when needed.

Responsibilities

• Effectively manage member inquiries, questions, complaints, and conflicts pertaining to their accounts.
• Support branch development initiatives, execute assigned branch development tactics, and meet individual goals.
• Maintain and deepen current account relationships through cross-selling; present features, benefits, and value of products and services tailored to members’ needs.
• Demonstrate excellence in service by meeting and exceeding members’ expectations and delivering a “wow” member experience.

Requirements

• High school diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution.

Skills

• Demonstrated dedication to positive, member-focused service.
• Good interpersonal and communication skills to handle member-related issues fairly and consistently.
• Ability to work through member situations and provide effective, accurate resolutions.
• Good organizational skills and attention to detail.
• Good technical skills and ability to work with multiple systems.
• Availability to work 8:30 AM–5:15 PM Monday–Wednesday, and on a rotation basis until 7:15 PM Thursday or 6:15 PM Friday.
• Ability to travel between branches.