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 sessions.

• Address fundamental member inquiries regarding checking and savings accounts, transaction research, and balance inquiries.

• Provide quality loan referrals tailored to member needs.

• Collect information, analyze facts, and educate members on suitable products and services.

• Deliver timely, prepared, positive, and exceptional member experiences.

• Assist members and collaborate with the team.

• Follow and stay informed about Member Care and credit union procedures and policies.

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

• Meet individual, team, and organizational objectives.

• Maintain consistent communication with the leadership team.

• Participate in team, organizational, and community initiatives.

• Complete mandatory training promptly.

• Keep abreast of relevant compliance rules and regulations through assigned training.

⛳️ Requirements

• High school diploma or equivalent from an accredited institution.

• Some college education is preferred.

• A minimum of 1–3 years of experience or a combination of education and experience.

• Prior experience in customer service, banking, and/or call center environments is required.

• Capability to manage incoming calls and/or virtual teller sessions.

• Ability to resolve member inquiries related to checking and savings accounts, transaction research, and balance inquiries.

• Proficiency in providing quality loan referrals based on member needs.

• Skill in gathering information, analyzing facts, and educating members on appropriate products/services.

• Competence in effectively presenting information in one-on-one and small group settings.

• Proficiency with technology and the ability to quickly learn and access products through virtual banking.

• Familiarity with Word, Excel, and Explorer.

• Proficient in 10-key skills.

• Functional knowledge 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 workspace for remote work is required.

• Access to high-speed internet with a minimum of 100MB.

• Video capability with recommended speeds of 1.5 Mbps up and down.

• Candidates must meet all technical requirements before the first day of training.

• Hybrid candidates should reside within commuting distance of the office and be available for regular travel as necessary.

🏝️ Benefits

• Competitive salary.

• Comprehensive insurance options.

• Wellness programs.

• Retirement plans.

• Generous paid time off.

• Tuition assistance.

• Leadership development opportunities.

• Certification programs.

• Ongoing learning initiatives.

• Flexible work schedules.

• Benefits that promote overall well-being.

• Investment in local charities and volunteer activities.