Member Experience Advocate I - Call Center

About the role

We are looking for a customer-focused problem solver to join our Member Care Team as a Member Experience Advocate I. This team is empowered and actively engaged in growth, development, and innovation to deliver a remarkable member experience. Each employee takes ownership and accountability for creating this environment and is committed to its success.

Responsibilities

• Manage inbound calls and/or virtual teller sessions.
• Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
• Refer quality loan opportunities based on member needs to increase engagement.
• Gather information, analyze facts, and educate members on appropriate products/services to provide one-point resolution.
• Support members and team with timeliness, preparation, and a positive attitude to deliver a great experience.
• Effectively present information in one-on-one and small group situations to members and other employees.
• Demonstrate proficiency with technology and quickly learn virtual banking tools.
• Adhere to and stay updated on all Member Care and credit union procedures and policies.
• Learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
• Commit to achieving individual, team, and organizational goals.
• Communicate consistently with the leadership team.
• 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 through assigned training.
• Demonstrate functional knowledge of the Bank Secrecy Act, U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Use working knowledge of Word, Excel, Explorer, and 10-key skills.

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.
• Bilingual (English/Spanish) preferred.

Schedule

Department hours: Monday–Sunday (7:00 am to 8:00 pm). Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Work Arrangement

This position is defined as remote in nature and may be changed at any time by management with appropriate notice, if possible.

• Required for Remote/Hybrid Work:
  • A quiet workplace to focus on delivering excellent service.
  • Some positions will require performance standards to be met to qualify for alternative work arrangements.
  • High-speed internet over 100MB (minimum) and power.
  • Video capability (connection of 1.5 Mbps up and down recommended).
  • Candidates must provide and meet all technical requirements prior to the first day of training.
  • Hybrid candidates must live within driving distance of the office location and be able to commute regularly as needed.

Location: Downtown Tampa – GTE Headquarters