Member Experience Advocate - Call Center - Arizona

About the role

Join our GTE Financial team as a Member Experience Advocate I. You'll manage inbound calls and virtual teller sessions, resolve member inquiries, and refer quality loan referrals. Our team is dedicated to innovation and delivering a remarkable member experience.

Responsibilities

• Manage inbound calls and virtual teller sessions
• Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
• Refer quality loan referrals based on member needs
• Gather information, analyze facts, and educate members on appropriate products/services
• Support members and team by being timely, prepared, and ready to assist
• Present information in one-on-one and small group situations to members and other employees
• Quickly learn and access products through virtual banking
• Adhere and remain updated on all Member Care and credit union procedures and policies
• Learn additional tasks through training and/or knowledgebase
• Communicate with the leadership team on a consistent basis
• Engage in team, organizational, and community initiatives
• Complete all required training in a timely manner
• Maintain current knowledge of all applicable compliance rules and regulations

Requirements

• High school diploma or equivalent from an accredited institution
• Some college preferred
• Minimum 1-3 years' experience or combination of education and experience
• Previous customer service, banking, and/or call center experience required

Qualifications

• Bilingual preferred (English/Spanish)
• Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act
• Working knowledge of Word, Excel, and Explorer
• 10 key skills

Skills

• Customer service
• Problem-solving
• Technology proficiency

Benefits

N/A

Pay

N/A

Schedule

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects. The position is defined as remote in nature and may be changed at any time by management with appropriate notice, if possible.