Customer Service, Call Center
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Job Description
Member Experience Advocate handling calls, virtual teller sessions, and banking inquiries for GTE Financial, a credit union. Resolving member needs while ensuring regulatory compliance and strong service.
Responsibilities:
- Manage inbound calls and/or virtual teller sessions
- Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
- Refer quality loan referrals based on member needs
- Gather information, analyze facts, and educate members on appropriate products and services
- Deliver one-point resolution and a positive member experience
- Present information in one-on-one and small-group situations
- Use virtual banking technology and quickly learn and access products
- Adhere to Member Care and credit union procedures and policies
- Learn additional tasks to advance to Member Experience Advocate II
- Achieve individual, team, and organizational goals
- Communicate consistently with the leadership team
- Participate in team, organizational, and community initiatives
- Complete required training on time
- Maintain current knowledge of applicable compliance rules and regulations
- Work Monday–Sunday during department hours of 7:00 am to 8:00 pm
Requirements:
- 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
- Working knowledge of Word, Excel, and Explorer
- 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
- Ability to work full-time hours, with additional hours as necessary
- Quiet workplace for remote work
- Power and high-speed internet over 100MB minimum
- Video capability, with 1.5 Mbps up and down recommended
- Candidates must meet technical requirements before the first day of training
- Bilingual English/Spanish preferred
Benefits:
- Employee growth and development opportunities
- Required training and knowledgebase learning opportunities
- Remote work arrangement
- High-speed internet and video capability requirements for remote work
- Equal Opportunity Employer
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