Member Experience Advocate - Contact Center | Full-Time
Fully Remote Birmingham, AL Contact Center
Job Type
Full-time
Description
Member Experience Advocate - Contact Center This position is remote and the employee can live and work in Alabama, Mississippi, Tennessee, Texas, Iowa, Georgia, or Illinois ONLY. 


Primary Job Role: Serve as a liaison between members and the Credit Union to assist members with their Credit Union needs. Provide account information to members, and promote and cross-sell Credit Union products and services.


Functions and Responsibilities:

  • Follow established identification and security standards, as well as other Credit Union policies, while assisting members with transactions, wire transfers, opening of accounts, and all inquiries. Follow-up on services offered to each member in a timely manner. 
  • Actively listen and ask questions to determine the most appropriate solution for individual members' needs in accordance with established service quality standards.
  • Access, input, and retrieve member information in core system and other supporting operating systems.
  • Make concerted effort to handle all matters at the first point of contact.
  • Consistently maintain basic knowledge of Avadian's products and services in order to provide appropriate assistance as well as effectively cross-sell. 
  • Effectively manage time off the phones to meet job requirements.
  • Work on Saturdays as assigned 
  • Perform other duties as assigned by the supervisor and officers of the credit union.
Requirements

Basic Requirements:

  • Must have excellent written and verbal skills, positive attitude, pleasant demeanor, decisiveness, and professionalism.
  • Must be able to operate calculator, computer systems, phone/voice mail system, and all other equipment necessary to perform job.
  • Must have the proven ability to provide quality service to our members.
  • Must be able to understand the importance of positive voice tones and express oneself clearly. 
  • Must be able to handle high levels of stress 
  • Working hours are from 8:00 AM to 5:00 PM CST. Saturday rotations are required from 9:00 AM to 1:00 PM CST.


Experience:  Minimum of one year of similar or related experience preferably in a financial institution.


Experience: A high school education or GED


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Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.

Avadian Credit Union is an Equal Opportunity Employer.