Credit Union Member Advocate

6 days ago


Glendale, Arizona, United States Credit Union West Full time
Enhance your career with Credit Union West, a renowned financial institution in Arizona. As a Member Experience Representative, you will contribute to delivering exceptional member experiences by embracing our mission and core values. We offer a competitive salary of $55,000 per year, along with a comprehensive benefits package, including:
* 100% paid health, dental & vision insurance for full-time employees
* Incentives up to 15%, depending on position
* 401K plan with employer matching funds up to 5%
* Profit Sharing
* Tuition reimbursement
* Gym membership reimbursement
* Paid time off for holidays, vacation, and sick days
* Diverse and inclusive workplace
* Credit Union West membership and discounts

In this role, you will provide an industry-leading member service experience. You will ensure prompt and accurate service while utilizing a needs-based referral approach that deepens member relationships, trust, and loyalty. Your responsibilities include:

Contact Center Activities: Efficiently and accurately support a high volume of member phone calls in a courteous, helpful, and professional manner. Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging. Follow member verification procedures and ask questions to mitigate fraud. Meet key metrics including service levels, abandon rates, wait times, and member service/survey ratings.

Digital Member Support: Assist members through digital channels such as phone and email, ensuring professional communication through all channels. Establish member relationships by ensuring responsiveness and regular follow-up. Encourage members to adopt digital services.

Sales and Service: Consistently demonstrate behaviors that reflect the mission, core values, and service standards of Credit Union West. Actively engage in open-ended conversations with members to identify opportunities to offer the appropriate products and services to meet their financial needs. Achieve referral objectives.

Member Maintenance: Assist members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance from digital channels as well as ground mail. Complete requests in a timely, professional, and skillful manner while ensuring all documentation is accurately stored within applicable credit union systems.

To excel in this role, you will require:
* A high school diploma or G.E.D.
* 0-1 years of customer service experience, preferably in retail, call centers, and/or financial services. Sales experience preferred.
* Critical thinking and problem-solving skills
* Effective time management and organizational skills
* Ability to multi-task and be agile to serve members and employees
* Thorough knowledge and understanding of organization's Employee Handbook and policies
* Functional knowledge of the Bank Secrecy Act and other Federal laws.

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