Member Advisor Ii

4 weeks ago

Philadelphia, United States American Heritage Credit Union Full time

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.
- 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.

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