Member Experience Advocate I – Call Center

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee incoming calls and/or virtual teller interactions

• Address basic member inquiries regarding checking and savings accounts, investigate transactions, and provide balance information

• Direct high-quality loan referrals based on members' needs

• Collect information, analyze data, and inform members about suitable products and services

• Ensure one-point resolution and foster a positive member experience

• Deliver presentations in one-on-one and small-group settings

• Utilize virtual banking technology to access various products

• Adhere to Member Care and credit union policies and procedures

• Acquire additional skills through training and the knowledge base to progress to Member Experience Advocate II

• Meet individual, team, and organizational objectives

• Maintain regular communication with the leadership team

• Participate in team, organizational, and community projects

• Complete mandatory training on time

• Stay updated on relevant compliance regulations and rules

⛳️ Requirements

• High school diploma or equivalent from an accredited institution

• Some college experience preferred

• At least 1–3 years of experience or a combination of education and experience

• Previous experience in customer service, banking, and/or call centers is required

• Proficient in Word, Excel, and Explorer

• 10-key skills required

• Basic understanding of the Bank Secrecy Act, U.S. Patriot Act, Office of Foreign Assets Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act

• Bilingual in English and Spanish is preferred

• A quiet environment for remote work is necessary

• High-speed internet connection of at least 100MB is required

• Video capability with a recommended upload and download speed of 1.5 Mbps

• Candidates must fulfill all technical requirements prior to the first day of training

• Hybrid candidates should reside within commuting distance of the office and travel as needed

🏝️ Benefits

• Flexible remote work arrangement

• Alternative work options subject to performance criteria

• Necessary technical support for remote work setup

• Full-time employment status