Member Experience Advocate, Call Center
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Job Description
Member Experience Advocate managing inbound calls and educating members about financial products at GTE Financial. Seeking problem solvers with customer focus in a full-time remote role.
Responsibilities:
- Manages inbound calls and/or virtual teller sessions.
- Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
- Ability to refer quality loan referrals based on member needs resulting in a higher level of member engagement.
- 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.
- Adheres and remains updated on all Member Care and credit union procedures and policies.
- 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. Maintaining current knowledge of all applicable compliance rules and regulations through assigned training.
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.
- 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).
Benefits:
- Total Rewards – Competitive pay, robust insurance, wellness programs, retirement plans, generous time off.
- Career Growth – Tuition assistance, leadership development, certifications, and ongoing learning.
- Work-Life Balance – Flexible schedules and benefits that support your well-being.
- Community Impact – We actively invest in local charities and volunteer efforts.
- Purpose-Driven Work – Help deliver financial solutions that truly make a difference.
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