Member Care Advocate (Financial Wellness)

Educational Systems Federal Credit Union; Greenbelt (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

Educational Systems FCU is seeking a diligent Member Care Representative for our fast-paced Contact Center in the United States. The role focuses on delivering exceptional member experiences by assisting via phone, chat, email, and other channels, identifying solutions, and guiding members toward suitable financial products.

You will join a collaborative team, handle multiple inquiries, and strive to resolve issues efficiently while maintaining a professional, friendly demeanor.

Qualifications

• High school diploma or GED required; must work in a fast-paced environment and use available resources.
• Minimum of one year experience in a financial institution; contact center experience helpful; selling/cross-selling products or services preferred.
• Excellent member service skills including verbal and written communication; demonstrate patience and professionalism.
• Functional knowledge of Microsoft Office suite of products.
• Ability to perform routine mathematical calculations.
• Ability to function in a call center environment and use standard office equipment (computer, 10-key calculator, fax, copier, telephone).

Responsibilities

• Actively engage with members to understand needs and offer financial products, services, or resources.
• Listen carefully, understand member needs, and provide solutions quickly and professionally.
• Handle a high volume of customer interactions while maintaining a positive, helpful attitude.
• Navigate multiple systems and applications while keeping conversations engaging and efficient.
• Turn challenging member situations into positive experiences.
• Work as part of a supportive, collaborative, energetic team where everyone works together.

Skills

Interpersonal skills

Communication skills

Customer service

Problem-solving

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Educational Systems FCU is seeking a diligent Member Care Representative for our fast-paced Contact Center in the United States. The role focuses on delivering exceptional member experiences by assisting via phone, chat, email, and other channels, identifying solutions, and guiding members toward suitable financial products.

You will join a collaborative team, handle multiple inquiries, and strive to resolve issues efficiently while maintaining a professional, friendly demeanor.