Member Service Advisor - Contact Center

About People helping people is what makes Navigant Credit Union truly special. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915. At $4 billion in assets, Navigant Credit Union is the largest credit union in Rhode Island and third largest in New England. Our success is founded upon our community-based values and our belief in putting people first. These are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News. Our Core Values of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization.

About the role

As a Member Service Advisor at Navigant Credit Union, you'll be at the forefront of delivering high-quality service to our members. The role involves performing a variety of tasks, from processing transactions to helping members understand our products and services. Your efforts will contribute to our mission of providing outstanding member experiences.

• Relationship Building: Develop meaningful relationships to understand members' financial picture and goals. Recommend and cross-sell products and services as needed.
• Member Services: Process transactions via phone, mail, email, fax, and online services related to loan payments, account transfers, address changes, and debit card issues. Resolve member inquiries and discrepancies with care and accuracy.
• Sales and Referrals: Promote Credit Union products and services that meet the needs of NCU members. Refer individuals to wealth management as appropriate.
• Team Collaboration: Work closely with colleagues to ensure seamless service and contribute to a positive team environment. Collaborate with branch team and business partners to acquire and deepen member relationships.
• Additional Duties: Assist with other member services and administrative tasks as assigned by the supervisor.

Requirements

• Education: High school diploma or GED required.
• Experience: At least 2 years of experience in member service, operations, or call center.
• Customer Service: Previous customer service experience and the ability to maintain confidentiality.
• Communication: Excellent verbal, written, telephone, and interpersonal communication skills.
• Organizational Skills: Strong organizational, analytical, and problem-solving abilities. Ability to handle multiple projects and priorities effectively.
• Tech Savvy: Proficient with Microsoft Word, Excel, PowerPoint, Outlook, and online tools. Experience with banking software is a plus.

Preferred Skills

• Banking experience: Knowledge of financial and/or banking products, services, policies, and procedures.
• Sales Skills: Ability to recommend products and services based on member needs.
• Language Skills: Bilingual in Spanish.

Benefits

• Competitive Salary + Incentives: Earn a competitive salary with performance-based incentives.
• Comprehensive Benefits: Health, dental, vision coverage, 401(k) plan with a generous employer match, tuition reimbursement.
• Career Growth: Ongoing training and professional development opportunities to grow your career.
• Work-Life Balance: Paid time off, paid volunteer hours, and a supportive work environment that values your time and energy.