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Member Experience Advocate

4 months ago

Lakeland, United States GTE Financial Full time

Come join our GTE Financial team

We are looking for an individual who is a problem solver that is customer-focused for a Member Experience Advocate I. The Member Care Team is an empowered group of employees actively engaged in their growth and development, their department, their organization, and their community. The team takes ownership and accountability for creating an environment that drives innovation to deliver a remarkable member experience. Each employee is an owner of this experience and is committed to its success.

What does GTE look for in a Member Experience Advocate?

**Experience**:

- Manages inbound calls and/or virtual teller sessions.
- Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
- Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution.
- Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.
- Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
- Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking.

Operational:

- Adheres and remains updated on all Member Care and credit union procedures and policies.
- Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
- Commit to achieving individual, team, and organizational goals.
- Communicate with the leadership team on a consistent basis.
- Engages in the team, organizational, and community initiatives.
- Responsible for completing all required training in a timely manner.
- Maintains current knowledge of all applicable compliance rules and regulations through assigned training.
- Working knowledge of Word, Excel, and Explorer; 10 key skills.
- Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act.
- Bilingual preferred (English/Spanish).

Required Qualifications:

- High school diploma or equivalent from an accredited institution. Some college preferred.
- Minimum 1-3 years experience or combination of education and experience. Previous customer service, banking, and/or call center experience required.

Position Details:

- Location: Downtown Tampa - GTE Headquarters
- Department Hours: Sunday - Saturday (7:00 am to 8:00 pm)

Full-time hours are required, with additional hours as necessary to accomplish objectives, goals, and projects.

Required for Remote Work:

- A quiet workplace so you can focus on delivering excellent service to our members.
- Must live in a location that can leverage an existing high-speed internet service.
- Minimum upload speed 10 MB/s, preferred upload speed 25 MB/s.
- Minimum download speed 50 MB/s, preferred 100 MB/s.

**Department Hours and location: Please place the correct hours and department in the above Department hours/location and delete the remainder.

Arizona
- All positions (onsite and remote)

Monday through Friday
- 9 am to 6 pm (when the time changes in November until the time changes in March)
- 8 am to 5 pm (when the time changes in March until the time changes in November)

HQ and North Lakeland
- Onscreen
- (onsite)
- Monday through Saturday (Saturdays are scheduled at HQ)
- 9 am to 6 pm
- Monday through Friday
- 9 am to 1 pm
- Saturday

Call Center
- Onsite - Monday through Friday 9 am - 6 pm
- Onsite - Saturday 9 am to 6 pm (all onsite Advocates work from our HQ site)
- Remote - 7 am to 6 pm or 9 am to 8 pm (shifts can start anywhere within this timeframe.

Come and join our award-winning team.

GTE Financial is an Equal Opportunity Employer.