Member Experience Center Member Loyalty Advocate

The MEC Member Loyalty Advocate is part of a dedicated phone team responsible for inbound and outbound calls, employing a balanced strategy of reactive and proactive member retention efforts. They are dedicated to delivering an exceptional customer service experience by actively working to prevent account cancellations. This team is expertly trained in relationship building techniques to identify opportunities for enhancing member relationships by effectively educating members on relevant products and services that add value to their membership.

They respond to organization-wide member surveys to gain valuable insights into member concerns, dissatisfaction, or unresolved issues, enabling them to provide tailored solutions and articulate the benefits of membership effectively. Additionally, they are skilled in handling, researching, and resolving member escalations to increase member satisfaction and loyalty. The ideal candidate will excel in employing persuasion skills to retain members’ business while promoting a positive and meaningful member journey.

• Engage with members through inbound and outbound calls, focusing on building strong relationships and enhancing overall member satisfaction.
• Minimize cancellation requests by employing effective negotiation skills that successfully retain members by providing ongoing education regarding our products, services and membership benefits.
• Utilize strong business acumen to identify, promote and secure additional opportunities, products and services that benefit and strengthen member relationships.
• Leverage in-depth knowledge of industry trends and company offerings to make informed decisions that enhance the member experience.
• Investigate and resolve member concerns by identifying root causes, ensuring a high level of member satisfaction and loyalty.
• Perform other job-related duties as assigned.

• High School Diploma or GED (required).
• 2+ years experience working in a call-center or customer service environment (required).
• 1+ years experience in financial services, with a preferred focus on retention, sales, or escalation management (required).
• Demonstrates clear, persuasive communication to engage and retain members by resolving their concerns and educating them about products and services (required).
• Advanced problem-solving and conflict resolution skills with the ability to investigate, analyze, and identify root causes of member concerns and escalations. Uses this insight to proactively resolve issues and provide tailored, effective member solutions (required).
• Utilizes effective negotiation skills to develop and retain member relationships. Ability to address member concerns with discretion and flexibility, responding quickly and appropriately to varying needs (required).
• Demonstrates high learning agility and change readiness, easily adapting to new processes and quickly applying new knowledge or products to meet evolving member needs (required).
• Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment while ensuring quality service (required).

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.