Member Advisor II

4 months ago

Philadelphia, United States American Heritage Credit Union Full time
Job DescriptionJob Description

American Heritage Credit Union, a $4.8+ billion credit union has immediate openings available in our Contact Center as a Full-Time Member Advisor II. This position provides information concerning the credit union and its services to the membership via phone and other forms of correspondence.

Starting compensation from $20.50 - $22.50 per hour based on experience and education with potential for incentives There is also a $2.00 increase per hour for all time after 5:00PM in the Contact Center along with time worked on Saturdays


Responsibilities Include:

  • Provide an ultimate level of service to the members and employees of American Heritage Federal Credit Union in a pleasant, efficient manner via telephone, electronic communications and/ or mail.
  • Ability to analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the ACS system in order to meet the expectations/ financial needs of the member.
  • Perform various transactions on accounts and research member inquiries including follow up to ensure member satisfaction.
  • Provide education to new Member Advisors I to answer incoming calls, to use all necessary programs to assist the membership, advanced knowledge of Credit Union Products and Services.
  • Act as a resource for the Member Advisors for questions and program support.
  • Provides supervision in the absence of the Member Advisor Supervisor and/or Manager. Inform Supervisor/Manager of the coaching and assistance that was provided to the MA I upon their return.
  • Provide feedback to Member Advisor Supervisor for coaching purposes.
  • Answer escalated calls from Member Advisor I satisfy the member needs by offering alternative solutions, contact the appropriate department for assistance and follow up with the member in the agreed upon time frame.

Requirements Include:

  • Must have 1-3 years of prior Contact Center experience or relevant phone/sales experience.
  • Must be flexible and available to work Contact Center hours of operation:
  • Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.
  • Hours are subject to change at any time at the discretion of management based on the needs of the Credit Union.
  • We offer a competitive salary, an outstanding benefits package, including a 401(k) with a generous company match and a friendly, progressive & environmentally friendly work environment.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.



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