Impactful Member Advocate — Retail Banking

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

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