Member Advisor I - Contact Center

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 32,000 - 42,000; Full time

Job summary

American Heritage Federal Credit Union seeks a dedicated member service representative to provide accurate information about products and services via phone and written communications. You will analyze member inquiries, document interactions, and aim to resolve issues with a friendly, professional approach.

The role requires strong communication, problem solving, and adaptability. It may involve supporting remote branches and occasional travel to meet business needs, while maintaining high

Qualifications

• Provide accurate information to members and colleagues.
• Respond to inquiries within the agreed time frame.
• Listen effectively and offer solutions.
• Maintain a friendly, professional demeanor with members.

Responsibilities

• Provide information concerning the Credit Union and its services to the membership via phone and other forms of correspondence.
• Analyze member questions/problems and refer/cross-sell products or services using CRM DataVa.
• Perform account transactions and research inquiries to ensure member satisfaction.
• Cross-train to assist members at remote branch locations when needed.
• Travel to other branches if required to meet business needs.

Skills

Customer service

Active listening

Communication

Problem solving

Team player

Education

High school diploma or equivalent

Tools

DataVa CRM

Microsoft Windows

Job description

Posting Date: 10/22/2026

Closing Date: 10/29/2026

Reports to: Member Advisor Supervisor

To provide an ultimate level of service to the members, clients, and employees of American Heritage Federal Credit Union. This service will be delivered via actions, accountability and with integrity. This position provides information concerning the Credit Union and its services to the membership via phone and other forms of correspondence.

REQUIREMENTS/DUTIES:

• Must meet the following standards of service as evaluated by our internal and external members.
• I will provide accurate information.
• I will respond and follow through with all requests in the agreed upon time frame.
• I will conduct myself in a friendly and professional manner.
• I will listen effectively and offer solutions appropriate to you individual needs.
• I will project a whatever it takes attitude.
• I will address you by name and thank you for your business.

• Provide an ultimate level of service to the members and employees of American Heritage Federal Credit Union.
• Ability to analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the CRM system, DataVa ,in order to meet the expectations/ financial needs of the member.
• Perform various transactions on accounts and research member inquiries including follow up to ensure member satisfaction.
• Professional, well-developed interpersonal skills essential for servicing Credit Union members and projecting a positive image as a representative for the Credit Union.
• Strong understanding of the credit union's products, services, policies and procedures.
• Cross train to assist members at our remote branch locations using our PAT technology.
• Requires good judgement to solve day-to-day problems within established guidelines.
• Provide quality service in a pleasant, efficient manner via telephone, electronic communications and/ or mail.
• Excellent communication, organizational, problem solving and interpersonal skills.
• Project a TEAM oriented demeanor
• Must be willing to accept temporary or permanent reassignments and/or be willing to travel to other branches within the branch network as deemed necessary or appropriate by the employer to meet its business needs.

QUALIFICATIONS

• Prior Contact Center experience a plus
• Demonstrated ability to work independently
• Must be proficient in the Microsoft window environment

EDUCATION

• Requires education equivalent to a four year high school diploma

WORK HOURS

• Full-Time position
• Must be flexible and available to work Contact Center hours of operation: Monday through Friday 7:00 a.m. to 7:00 p.m. and rotating Saturdays from 9:00 a.m. to 3:00 p.m.
• Hours are subject to change at any time at the discretion of management based on the needs of the Credit Union

ELIGIBILITY

To be considered for an open position, you must:

• Have worked for American Heritage Credit Union for at least 180-days (6 months) or have been in your current position if recently transferred or promoted for that same period.
• Be meeting expectations in your current role.
• Be in good standing with performance expectations with no documented performance issues within the most recent six-month period.
• Meet the minimum requirements for the job and be able to perform the essential functions of the position, with or without reasonable accommodation.