Member Experience Representative

Member Experience Representative - Contact CenterOn-Site$23.50 - Offers Pension Plan and other excellent benefitsMiami, Florida About the RoleThis is a front-line contact center position at a federally insured financial cooperative serving a large,diverse membership base. The Member Experience Representative (MER) is the voice of theorganization — the person members turn to when they need answers, solutions, and guidance ontheir financial lives. If you lead with empathy, stay calm under pressure, and genuinely enjoy helpingpeople navigate financial decisions, this role was built for you.The MER handles a full spectrum of inbound and outbound member interactions, resolves account-related issues, and thoughtfully introduces members to products and services that fit their actualneeds. This is not a hard-sell environment — it is a relationship-first culture where doing right by themember is the standard. What You Will DoMember Service & Issue Resolution- Deliver consistent, high-quality service to current and prospective members across inbound andoutbound calls- Handle inquiries across the full product suite: deposit accounts, consumer loans, credit cards,mortgages, home equity products, share certificates, retirement accounts, bill pay, onlinebanking, direct deposit, payroll deduction, and debit/ATM cards- Resolve member service issues with professionalism and efficiency; escalate complex orsensitive matters appropriately- Communicate with members and non-members in a friendly, clear, and professional mannerregardless of call complexity or emotional tone Cross-Selling & Member Growth- Identify opportunities to introduce members to relevant products and services — includinginsurance and lending solutions — based on their individual financial situations- Contribute to expanding the membership base through consultative, needs-based conversations Productivity & Compliance- Consistently meet or exceed individual and team contact center performance goals, includingmetrics related to call volume, availability, handle time, and service levels- Maintain full compliance with Bank Secrecy Act (BSA) regulations and complete all required BSAtraining- Complete special projects and additional duties as assigned by leadership What You BringExperience- 1 to 3 years of experience in a customer-facing role, preferably in financial services, contactcenter operations, or a related service environment Education- High school diploma or equivalent required Interpersonal Skills- A high degree of trust, credibility, and discretion — you will regularly handlesensitive financial and personal information- Ability to motivate, educate, and advise members and colleagues on mattersthat carry real weight in people's lives- Comfortable communicating across all levels, from individual members to internal subject matterexperts and managers- Culturally aware and able to engage respectfully and effectively with a diverse membershipcommunity Work Environment & Physical Requirements- Primarily sedentary, indoor, climate-controlled shared workspace- Routine computer use averaging 6 to 8 hours per day- Occasional lifting of up to 10 lbs; ability to navigate stairs in emergency situations- Standard office equipment operation: computer, phone, copier, calculator- Must be available for extended hours or off-site work when requested- Regular, reliable, and punctual attendance is essential Mental & Emotional Requirements- Able to work independently or collaboratively with minimal supervision- Capable of managing multiple simultaneous priorities under deadline pressure while maintainingaccuracy and composure- Strong verbal communication skills with the ability to convey information clearly and logically- Exercises the highest level of discretion on confidential internal and external matters- Performs basic mathematical calculations and demonstrates solid written comprehension skills About ttg Talent Solutionsttg Talent Solutions combines hands-on industry expertise with its ttg OPT technology platform todeliver recruiting, staffing, and nearshoring solutions. With a strong presence across the UnitedStates and Latin America and global reach, ttg supports organizations across a wide range ofindustries through a personalized, professional approach to talent acquisition. At ttg, "We believe in making a difference, One Person at a Time," ttg OPT