Member Experience Officer - Onscreen

About the role

We are seeking a Member Experience Advocate I to join our GTE Financial team. This role involves managing inbound calls and virtual teller sessions, resolving member inquiries, and referring quality loan referrals. The ideal candidate should have experience in customer service, banking, and call centers.

Responsibilities

• Manages inbound calls and/or virtual teller sessions
• Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
• Refers quality loan referrals based on member needs
• Gathers information, analyzes facts, and educates members on appropriate products/services
• Supports members and team by delivering a great experience with a positive attitude
• Effectively presents information in one-on-one and small group situations
• Demonstrates proficiency and knowledge of technology
• Adheres to and remains updated on all Member Care and credit union procedures and policies
• Learns additional tasks through training and/or knowledgebase
• Communicates with the leadership team on a consistent basis
• Engages in team, organizational, and community initiatives
• Maintains current knowledge of all applicable compliance rules and regulations

Requirements

• High school diploma or equivalent
• 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
• Required for Remote/Hybrid Work: Quiet workplace, power, high-speed internet, video capability

Benefits

Not specified

Pay

Not specified

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.