Member Advocate Representative

Base Pay Range

$18.00/hr - $22.00/hr

To assist members and potential members with their telephone, chat, texts or email requests; explains services, responds to problems, and directs phone calls to the appropriate area.

• Maintain or exceed Member Experience Expectation, Average Hold Time Goal, and Average Handle Time Goal while achieving appropriate adherence and utilizing off‑queue and idle time productively.
• Assist members and potential members with telephone inquiries, answer questions about products and services, resolve problems within authority, and refer issues beyond authority to the appropriate level of support with recommendations.
• Maintain member account information on computer system.
• Ensure appropriate records are maintained and required reports are prepared.
• Assist other departments as needed.
• Perform other related duties as assigned.

• Experience:
  
  One year to three years of similar or related experience.
• Education:
  
  A high school education or GED.
• Interpersonal
  
  Skills:
  
  Courtesy, tact, and diplomacy are essential; work involves extensive personal contact to give or obtain information, build relationships, or solicit cooperation.
• Other
  
  Skills:
  
  Able to operate a computer keyboard and make decisions with minimal information.
• Physical Requirements:
  
  The physical demands described here are representative of those that must be met to perform the essential functions. Reasonable accommodations may be made. While performing duties, the employee regularly talks or hears, frequently stands, walks, and sits, occasionally uses hands and reaches with hands and arms, and must occasionally lift and/or move up to 30 pounds.

Entry level

Full-time

Legal

Banking