Member Advocate ; Call Center Representative

Role

Support the credit union’s vision of being the community’s most loved financial institution, and its mission to make people’s financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union’s core values in all interactions.

Support members over the phone, chat system, and email. Interactions involve identifying members over the phone, processing account transactions, conducting account & check research, modifying & maintaining personal accounts, basic electronic channels support, answering member questions, identifying fraud, and providing accurate information regarding credit union products and services.

$20/hr + (dependent on experience)

• Attention to Detail – The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
• Member Focus – The degree to which member service is demonstrated in the day‑to‑day business environment. The level of support for co‑workers as well as outside members, clients, etc.
• Problem Solving – The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.
• Teamwork & Cooperation – The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted.
• Initiative – The ability to perform job responsibilities independently and responsibly. The ability to proactively complete tasks, solve problems, improve processes, enhance products, and/or extend services within assigned range of authority.

• Experience:
  
  One month to twelve months of similar or related experience.
• Education:
  
  A high school education or equivalent.
• Interpersonal
  
  Skills:
  
  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Other
  
  Skills:
  
  Good computer and communication skills.