Member Experience Advocate - Financial Services

Diamond Credit Union; Pottstown (Montgomery County); On-site; USD 32,000 - 42,000; Full time

Job summary

Diamond Credit Union is seeking a Member Advocate - Retail to deliver exceptional member service and resolve inquiries related to accounts and products. The role emphasizes building and deepening member relationships through informed cross-selling at every touchpoint.

You'll work at assigned branch locations with periodic travel between branches, and must be available for early mornings and varied hours. The position offers growth opportunities within a supportive team culture.

Qualifications

• Two plus years of customer service experience, preferably within a financial institution.
• High School diploma or equivalent.
• Strong communication and interpersonal skills.
• Ability to travel between branch locations as needed.

Responsibilities

• Effectively manage member inquiries, questions, complaints, and conflicts pertaining to their accounts.
• Support branch development initiatives, execute assigned branch development tactics and meet individual goals.
• Maintain and deepen current account relationships through cross selling; ability to understand how to present features, the corresponding benefits, and the value our products and services can provide to members with differing needs.
• Demonstrate an excellence in service; the ability to meet and exceed members' expectations, as well as providing the 'wow' member experience.

Skills

Customer service

Cross-selling

Member relations

Communication

Attention to detail

Multi-system proficiency

Branch travel

Education

High School diploma

Customer service experience (2+ years)

Job description

Diamond Credit Union is seeking a Member Advocate - Retail to deliver exceptional member service and resolve inquiries related to accounts and products. The role emphasizes building and deepening member relationships through informed cross-selling at every touchpoint.

You'll work at assigned branch locations with periodic travel between branches, and must be available for early mornings and varied hours. The position offers growth opportunities within a supportive team culture.