Full-Time Call Center Representative - Member Advisor II - Northeast Philadelphia

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a dynamic and friendly team at a leading credit union as a Full-Time Member Advisor II! This role is perfect for those who thrive in a fast-paced environment and are passionate about providing outstanding service. You will engage with members, address their needs, and help them navigate our products and services. With a competitive starting salary and potential for incentives, along with a supportive work culture that values flexibility and teamwork, this opportunity is ideal for anyone looking to grow their career in the financial services sector. If you're ready to make a difference and help our members achieve their financial goals, we want to hear from you!

Benefits

401(k) with company match

Outstanding benefits package

Friendly work environment

Flexible hours

Progressive workplace culture

Qualifications

• 1-3 years of prior Contact Center or relevant phone/sales experience required.
• Must be flexible and available during Contact Center hours.

Responsibilities

• Provide exceptional service via phone and electronic communications.
• Analyze member inquiries and offer appropriate solutions.

Skills

Contact Center Experience

Customer Service

Sales Skills

Problem Solving

Education

High School Diploma

Relevant Experience

Tools

ACS System

Job description

American Heritage Credit Union, a $4.8+ billion credit union has immediate openings available in our Contact Center as a Full-Time Member Advisor II. This position provides information concerning the credit union and its services to the membership via phone and other forms of correspondence.

Starting compensation from $20.50 - $22.50 per hour based on experience and education with potential for incentives! There is also a $2.00 increase per hour for all time after 5:00PM in the Contact Center along with time worked on Saturdays!

Responsibilities Include:

1. Provide an ultimate level of service to the members and employees of American Heritage Federal Credit Union in a pleasant, efficient manner via telephone, electronic communications and/or mail.
2. Ability to analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the ACS system in order to meet the expectations/financial needs of the member.
3. Perform various transactions on accounts and research member inquiries including follow up to ensure member satisfaction.
4. Provide education to new Member Advisors I to answer incoming calls, to use all necessary programs to assist the membership, advanced knowledge of Credit Union Products and Services.
5. Act as a resource for the Member Advisors for questions and program support.
6. Provides supervision in the absence of the Member Advisor Supervisor and/or Manager. Inform Supervisor/Manager of the coaching and assistance that was provided to the MA I upon their return.
7. Provide feedback to Member Advisor Supervisor for coaching purposes.
8. Answer escalated calls from Member Advisor I satisfy the member needs by offering alternative solutions, contact the appropriate department for assistance and follow up with the member in the agreed upon time frame.

Requirements Include:

1. Must have 1-3 years of prior Contact Center experience or relevant phone/sales experience.
2. Must be flexible and available to work Contact Center hours of operation:
3. Monday- Friday - 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.
4. Hours are subject to change at any time at the discretion of management based on the needs of the Credit Union.
5. We offer a competitive salary, an outstanding benefits package, including a 401(k) with a generous company match and a friendly, progressive & environmentally friendly work environment.

To be considered, correspondence should include a resume listing job history and salary expectations. Please be advised that credit, criminal, employment, drug/alcohol testing and education background checks are conducted on potential candidates. All resumes will be reviewed, but only competitive candidates will be contacted for further conversation.