Customer Service Advocate

Overview

Diamond's culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job here, you can build your career. Diamond employees believe in doing more for our members and more for our community, which has helped make us one of the Best Places to work in PA for 9 consecutive years
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Position Summary: Member Advocate - Retail provides exceptional member service experiences while handling member requests related to Credit Union product and services. Maintain and deepen existing member account relationships through cross-selling and referring Diamond's products and services at all member touch points.

Supervisory Responsibilities: No direct reports.

Essential Functions:

• Effectively manage member inquiries, questions, complaints, and conflicts pertaining to their accounts.
• Support branch development initiatives, execute assigned branch development tactics and meet individual goals.
• Maintain and deepen current account relationships through cross selling; understand how to present features, the corresponding benefits, and the value our products and services can provide to members with differing needs.
• Demonstrate excellence in service; meet and exceed members' expectations and provide the 'wow' member experience.

• Assigned Branch location.
• Ability to travel between branch locations when needed.

Required Skills / Abilities:

• Demonstrated dedication to positive, member-focused service.
• Good interpersonal and communication skills to ensure member related issues are handled in a fair, consistent manner.
• Ability to work through member situations and provide effective and accurate resolutions.
• Good organizational skills and attention to detail.
• Good technical skills and ability to work with multiple systems.
• Availability at 8:30am M-F.
• Availability to work until 5:15pm M-W, and on a rotation basis 7:15pm Th, 6:15pm Fri.
• Ability to travel between branches.

Education / Experience:

• High School diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution.

Diamond Credit Union complies with all laws related to equal employment opportunity. It is the policy of the Credit Union to not discriminate against any employee or applicant because of sex (including gender identity, gender expression, sexual orientation, pregnancy, and pregnancy related decisions). Diamond Credit Union will not engage in any discriminatory employment practices based on race, color, religion, gender, age, national origin, ancestry, veteran status, disability, or any other characteristics protected by law.