Customer Service Advocate

Diamond Federal Credit Union; Pottstown (Montgomery County); On-site; USD 36,000 - 42,000; Full time

Job summary

Diamond Federal Credit Union is seeking a Member Advocate – Retail to provide exceptional member service and handle requests across branch locations. You will deepen relationships, cross-sell products, and support branch development while upholding a high standard of service.

Responsibilities include resolving inquiries, maintaining member satisfaction, and traveling between branches as needed. The role requires a high school diploma and 2+ years of customer service experience in or related to

Qualifications

• High School diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution.
• Demonstrated dedication to positive, member-focused service.
• Strong interpersonal and communication skills.
• Ability to handle member inquiries, complaints, and conflicts professionally.
• Ability to travel between branches and work a set schedule.

Responsibilities

• Manage member inquiries, questions, complaints, and conflicts related to accounts.
• Support branch development initiatives and meet individual goals.
• Deepen member relationships through cross-selling relevant Diamond products and services.
• Deliver a wow member experience with excellent service.

Skills

Customer service

Interpersonal skills

Communication

Attention to detail

Technical skills

CRM systems

Reliability

Travel between branches

Availability schedule

Education

High School diploma or equivalent

Tools

CRM systems

Financial institution software

Job description

Description

Are you looking for a Career that makes a positive impact in your community?

Diamond’s culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job here, you can build your career. Diamond employees believe in doing more for our members and more for our community, which is what has helped make us one of the Best Places to work in PA for 11 consecutive years. See how your career can grow when you start working with Diamond Credit Union.

Position Summary:

Member Advocate – Retail provides exceptional member service experiences while handling member requests related to Credit Union product and services. Maintain and deepen existing member account relationships through cross-selling and referring Diamond’s products and services at all member touch points.

Supervisory Responsibilities:

No direct reports.

Work Location:

• Assigned Branch location.
• Ability to travel between branch locations when needed.

Essential Functions:

• Effectively manage member inquiries, questions, complaints, and conflicts pertaining to their accounts.
• Support branch development initiatives, execute assigned branch development tactics and meet individual goals.
• Maintain and deepen current account relationships through cross selling; ability to understand how to present features, the corresponding benefits, and the value our products and services can provide to members with differing needs.
• Demonstrate an excellence in service; the ability to meet and exceed members’ expectations, as well as providing the ‘wow’ member experience.

This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Required Skills / Abilities:

• Demonstrated dedication to positive, member-focused service.
• Actively supports Diamond’s Commitment to Excellence.
• Good interpersonal and communication skills to ensure member related issues are handled in a fair, consistent manner.
• Ability to work through member situations and provide effective and accurate resolutions.
• Good organizational skills and attention to detail.
• Good technical skills and ability to work with multiple systems.
• Ability to be available at 8:30am M-F.
• Available to work until 5:15pm M-W, and on a rotation basis 7:15pm Th, 6:15pm Fri.
• Ability to travel between branches.

Education / Experience:

• High School diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution.

Diamond Federal Credit Union complies with all laws related to equal employment opportunity. It is the policy of the Credit Union to not discriminate against any employee or applicant because of sex (including gender identity, gender expression, sexual orientation, pregnancy, and pregnancy related decisions). Diamond Credit Union will not engage in any discriminatory employment practices based on race, color, religion, gender, age, national origin, ancestry, veteran status, disability, or any other characteristics protected by law.