Member Care Advocate

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Service Call Center Full Time Clerical Dothan HQ, Dothan, AL, US

2 days ago Requisition

Salary Range: $19.91 To $24.89 Hourly

POSITION TITLE:

Member Care Advocate I

DEPARTMENT:
Operations

CLASSIFICATION:
Non-Exempt/Grade 8

POSITION

REPORTS TO:

Call Center Manager

POSITIONS SUPERVISE: none

In order to fulfill the mission and vision of Five Star Credit Union, the primary function of all team members is to provide outstanding service to members by promoting and selling credit union services and products to new and existing members and by fully using job-relevant technical skills, maintaining/updates technical skills and seeking to enhance service skills. All positions require the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.

Entry level position that is responsible for handling specific member service calls in a prompt and courteous manner. Resolves member questions and problems regarding account maintenance, payments, products, and services. Completes and maintains related reports, records, and files. Cross-sells products and services and supports all functions within the Call Center.

• 1.Assumes responsibility for the effective and professional completion of Call Center Representative functions.
  • a. Receives member telephone questions and complaints in a professional manner.
  • b. Completes research and resolves documentation and posting errors or discrepancies.
  • c. Provides general information to members on Credit Union policies, procedures, and programs.
  • d. Provides basic information to members on accounts, orders, payments, products, and services.
  • e. Performs basic maintenance functions on accounts.
  • f. Maintains and protects the Credit Union's professional reputation.
  • g. Assist members with electronic serves.
  • h. Cross-sells appropriate products and services.
• 2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
  • a. Keeps supervisor informed of area activities and significant problems.
  • b. Completes required reports and records accurately and promptly.
  • c. Attends and participates in meetings as required.
• 3. Assumes responsibility for related duties as required or assigned.
  • a. Assists other departments as necessary.
  • b. Performs related clerical duties as needed.
  • c. Keeps work area clean, secure, and well maintained.
  • d. Actively and professionally cross sells Credit Union products and services.
  • e. Completes weekly Call Center statistical reports.

• EDUCATION/CERTIFICATION:
  
  High school graduate or equivalent.
• REQUIRED KNOWLEDGE:
  Knowledge of financial industry preferred
• EXPERIENCE
  
  REQUIRED:
  
  At least 1-3 years of experience in customer service and call center preferred or relevant work experience.
• SKILLS/ABILITIES:
  Excellent communication and public relations skills.
• Ability to work well under pressure in a team environment.
• Solid math skills and bookkeeping abilities.
• Ability to take 75+ incoming calls daily
• Strong work ethics and Core Values must be always exercised

• FINGER DEXTERITY:
  Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• TALKING:
  
  Position requires capacity for almost continuous verbal communication and detailed or important instructions or ideas must frequently be conveyed accurately, loudly or quickly.
• AVERAGE HEARING:
  
  Able to hear average or normal conversations and receive ordinary information.
• AVERAGE VISUAL ABILITIES:
  
  Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• PHYSICAL STRENGTH:
  
  Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

NONE:
No hazardous or significantly unpleasant conditions (such as in a typical office).

• REASONING ABILITY:
  Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
• MATHEMATICS ABILITY:
  Ability to perform very basic math skills including adding,…