Member Advisor I

Andrews Federal Credit Union; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Andrews Federal Credit Union seeks a remote Member Advisor I to assist members via phone, chat, and video, delivering a holistic virtual experience by troubleshooting issues and guiding through Virtual Branch products.

You will use Microsoft Office, CRM systems, and Glia to reference information, resolve inquiries, and maintain professional communication. A 1–2 year background in financial services is preferred.

Qualifications

• High school diploma or GED.
• 1-2 years of experience in a financial services call center and credit union platforms, systems, and applications.
• Experience with credit union banking products and member service.
• Proficient with Microsoft Office, banking information systems, and video conferencing software (CRM, Desktop, Glia).
• Comfort with being seen by customers via video and communicating through video channels.
• Excellent verbal and non-verbal communication and presentation skills.

Responsibilities

• Provide support to members through phone, chat, and video channels, focusing on a holistic virtual experience.
• Maintain a high level of service excellence supporting CSAT score standards.
• Use virtual channels to establish and maintain relationships with members.
• Research, identify, and resolve member complaints timely.
• Assist with enrollments on Virtual Branch products and services.
• Ensure virtual branch documents are retained and properly entered into core systems.

Skills

Customer service

Video conferencing

Communication skills

Microsoft Office

CRM

Education

High school diploma or GED

Tools

CRM

Desktop

Glia

Job description

Remote

Description

Purpose of Position

Member Advisor I provides support to members through multiple communication channels (phone, chat, computer audio, video) primarily focusing on a holistic approach to enhance new and existing members virtual experience by delivering timely communication and troubleshooting various issues. Member Advisors respond to inquiries, manage complaints, troubleshoot significant service problems, and provide general information while projecting a professional company image through all communication channels. Responsible for creating and contributing to an environment that influences the use of technology to members' needs today and in the future.

Essential Duties

• Knowledgeable and compliant with all credit union policies and procedures, and regulatory requirements and security protocol.
• Maintain a high level of service excellence supporting departmental/organizational CSAT Score standards.
• Utilize virtual channels to establish and maintain ongoing relationships with members.
• Research, identify, and resolve member complaints timely.
• Support new and existing members with new enrollments on all Virtual Branch products and services.
• Ensures that Virtual Branch related documents are being properly retained, imported into core systems, scanned and/or quality controlled.
• Responds to members and staff requests for virtual banking services information or assistance with transactions problems.
• Interact with co-workers, supervisors, members and outside contact in an appropriate, professional manner which projects a positive image of the department and Andrews Federal.
• Works in conjunction with other departments and staff to develop and strengthen relationships with members who choose our virtual channels.
• Act as a subject matter expert in all Andrews Federal Credit Union products and services - especially live chat and outsourced call center partner.
• Recognize, guide, and promote credit union products and/or services to current and potential members contributing to the organizational overall production goals.
• Flexibility to work remote or onsite.
• Other duties as assigned.

Required KSA's

• High school diploma or GED.
• Minimum of 1-2 years of experience in a financial services call center and credit union platforms, systems, and applications.
• Experience credit union or financial institution banking share and loan products and/or member service experience.
• Proficient in the use of Microsoft Office products, banking information systems, and video conferencing software that are applicable to the area of assignment which include: CRM, Desktop, Glia.
• Comfort with being viewed by customers through a video screen and communicating through video conferencing.
• Possess excellent verbal and non-verbal communication and presentation skills.
• Knowledge of the structure and content of the English language including the meaning and spelling and words, rules of composition, and grammar including the ability to comprehend written sentences and paragraphs in work related documents.