Member Experience Advocate - Live Chat
WFH Flexible Birmingham, AL
Description

Primary Job Role: Responsible for identifying member's needs, resolving questions or concerns, and providing firsthand product information via live chat channel to ensure members are engaged. This employee is ultimately responsible for positive member interaction.


Functions and Responsibilities:

  • Actively engage members and respond to inquiries via live chat channel.
  • Answer inbound calls to assist callers with their Credit Union needs.
  • Actively listen and ask questions to determine the most appropriate solution for individual members' needs in accordance with established service quality standards.
  • 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.
  • Access, input, and retrieve member information in core system and other supporting operating systems.
  • Consistently maintain basic knowledge of Avadian's products and services in order to provide appropriate assistance, as well as effectively cross-sell.
  • Make concerted effort to overcome objections to move potential sales process forward and show members the value and benefits.
  • Build member relationships as a part of the Preferred Way of Selling sales process.
  • Must have the ability to organize and follow-up on multiple tasks with accuracy, and timeliness while paying specific attention to detail in each chat engagement.
  • Must have the ability to troubleshoot, analyze, and diagnose member issues.
  • Perform other duties as assigned.
Requirements

Basic Requirements: 

  • Typing speed and grammar accuracy is an essential skill.
  • Must have excellent written and verbal skills, positive attitude, pleasant demeanor, decisiveness, and professionalism. 
  • Must have the proven ability to provide quality service to our members in their current position.
  • Work on Saturdays as assigned.

Experience: Minimum of one year of similar or related experience in customer service.

 

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.