Member Experience Advocate - Call Center - Arizona

Come join our GTE Financial team! We are looking for a problem solver who is customer‑focused for the Member Experience Advocate I position. The Member Care Team is an empowered group of employees actively engaged in their growth and development, their department, their organization, and their community. The team takes ownership and accountability for creating an environment that drives innovation to deliver a remarkable member experience.

Each employee is an owner of this experience and is committed to its success.

• Manage inbound calls and/or virtual teller sessions.
• Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
• Refer quality loan referrals based on member needs to increase member engagement.
• Gather information, analyze facts, and educate members on appropriate products/services to provide a one‑point resolution.
• Support members and the team with a timely, prepared, and positive attitude.
• Present information effectively in one‑to‑one and small group situations to members and other employees.
• Demonstrate proficiency with technology and quickly learn and access products through virtual banking.
• Adhere to and remain updated on all Member Care and credit union procedures and policies.
• Learn additional tasks through training and/or knowledge base to advance to Member Experience Advocate II.
• Commit to achieving individual, team, and organizational goals.
• Communicate with the leadership team consistently.
• Engage in team, organizational, and community initiatives.
• Complete all required training in a timely manner.
• Maintain current knowledge of all applicable compliance rules and regulations through assigned training.
• Maintain working knowledge of Word, Excel, and Explorer.
• Demonstrate functional knowledge of the Bank Secrecy Act and related federal laws, including the U.S. Patriot Act, Office of Foreign Assets Control, Anti‑Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

• High school diploma or equivalent from an accredited institution. Some college preferred.
• Minimum 1–3 years of experience or a combination of education and experience.
• Previous customer service, banking, and/or call center experience required.
• Bilingual preferred (English/Spanish)

• Location: Downtown Tampa – GTE Headquarters (Remote Arizona Department)
• Hours: Monday–Sunday (7:00am to 8:00pm) full‑time with additional hours as necessary.
• Position is defined as remote in nature and may be changed at any time by management with appropriate notice, if possible.
• Remote/Hybrid work requires a quiet workplace capable of delivering excellent service, a required power source and high‑speed internet of at least 100
  
  Mbps, and video capability (1.5
  
  Mbps up and down recommended). Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to commute regularly as needed.

• Competitive pay and robust insurance, wellness programs, retirement plans, generous time off.
• Tuition assistance, leadership development, certifications, and ongoing learning.
• Flexible schedules and benefits that support well‑being.
• Community impact: active investment in local charities and volunteer efforts.
• Purpose‑driven work: help deliver financial solutions that make a difference.

GTE Financial is an Equal Opportunity Employer. The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE reserves the right to revise or change job duties at any time as directed by management and does not establish a contract for employment.

All changes are at discretion of the employer.