Customer Service Representative- Branch

About the role

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 in an environment recognized as one of the Best Places to Work in PA for 10 consecutive years. As a Member Advocate - Retail, you will provide exceptional member service experiences while handling requests related to Credit Union products and services. You will maintain and deepen existing member relationships through cross-selling and referring Diamond's products and services at all touch points.

This role has no direct supervisory responsibilities.

Work Location: Assigned branch location with the ability to travel between branches as needed.

Responsibilities

• Effectively manage member inquiries, questions, complaints, and conflicts pertaining to their accounts.
• Support branch development initiatives, execute assigned tactics, and meet individual goals.
• Maintain and deepen current account relationships through cross-selling, presenting 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 or more 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 to 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.