Contact Center Advocate | Full-Time

Avadian Credit Union; Hoover (AL); On-site; USD 42,000 - 44,000; Full time

Job summary

Avadian Credit Union in Hoover, AL seeks a Contact Center Advocate to assist members with transactions, account inquiries, and product recommendations. You will use a core banking system and supporting platforms to provide timely information and resolve issues.

The role emphasizes listening, accurate data entry, and maintaining product knowledge to support member needs while handling high call volumes in a fast-paced environment.

Qualifications

• Must have excellent written and verbal skills with a professional demeanor.
• Experience operating computer systems and phone/voicemail to assist members.
• Ability to handle stress while delivering quality member service.
• Strong time management and multitasking to meet service levels.

Responsibilities

• Assist members with transactions, wire transfers, and account openings per policy.
• Active listening and questioning to determine the best solution for members.
• Access and update member information in core systems and supporting software.
• Strive to resolve inquiries at first point of contact whenever possible.
• Maintain knowledge of Avadian products to inform and cross-sell offerings.
• Manage time away from the phones to meet job requirements.
• Work Saturdays as assigned and perform other duties as directed by supervisors.

Skills

Customer service

Communication skills

Stress management

Problem solving

Education

High school diploma or GED

Tools

Core banking system

CRM software

Job description

Description

Contact Center Advocate - Full-Time

Rate: $20 per hour + Comprehensive Benefits Package

Primary Job Role: Serve as a liaison between members and the Credit Union to assist members with their Credit Union needs. Provide account information to members, and promote and cross-sell Credit Union products and services.

Functions and Responsibilities:

• Follow established identification and security standards, as well as other Credit Union policies, while assisting members with transactions, wire transfers, opening of accounts, and all inquiries. Follow-up on services offered to each member in a timely manner.
• Actively listen and ask questions to determine the most appropriate solution for individual members' needs in accordance with established service quality standards.
• Access, input, and retrieve member information in core system and other supporting operating systems.
• Make concerted effort to handle all matters at the first point of contact.
• Consistently maintain basic knowledge of Avadian's products and services in order to provide appropriate assistance as well as effectively cross-sell.
• Effectively manage time off the phones to meet job requirements.
• Work on Saturdays as assigned
• Perform other duties as assigned by the supervisor and officers of the credit union.

Requirements

Basic Requirements:

• Must have excellent written and verbal skills, positive attitude, pleasant demeanor, decisiveness, and professionalism.
• Must be able to operate calculator, computer systems, phone/voice mail system, and all other equipment necessary to perform job.
• Must have the proven ability to provide quality service to our members.
• Must be able to understand the importance of positive voice tones and express oneself clearly.
• Must be able to handle high levels of stress.
• Working hours are from 8:00 AM to 5:00 PM CST. Saturday rotations are required from 9:00 AM to 1:00 PM CST.

Experience:

Minimum of one year of similar or related experience preferably in a financial institution preferred.

A high school education or GED

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Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.

Avadian Credit Union is an Equal Opportunity Employer.