Customer Service Advocate - Branch

Diamond Credit Union; Temple (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Diamond Credit Union is seeking a Member Advocate - Retail to deliver outstanding member service and handle account-related requests. You will work across branches to deepen relationships and cross-sell Diamond's products and services, ensuring a positive member experience at every touchpoint.

The role emphasizes serving members, using product knowledge to meet needs, and traveling between branches as required. Excellent communication and organization are essential.

Qualifications

• Demonstrated dedication to positive, member-focused service.
• Strong interpersonal and communication skills to address member issues.
• Ability to work with multiple systems and maintain accuracy.

Responsibilities

• Provide exceptional member service experiences and handle requests.
• Maintain and deepen member relationships through cross-selling.
• Present product features and benefits to meet member needs.
• Deliver a wow member experience at touchpoints.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

multitasking / time management

Attention to detail

Teamwork

Job description

• 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 **10 consecutive years**. See how your career can grow when you start working with Diamond Credit Union.

Description

• 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 **10 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.

Diamond 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.

Diamond Credit Union is an equal opportunity employer. It is the policy of Diamond Credit Union to not discriminate against any employee or applicant because of race, color, religion, age, gender, disability, national origin, ancestry, or military status. We are confident that you will find Diamond careers to be a dynamic and rewarding place to work!