Member Experience Center - Member Loyalty Advocate

Desert-Financial-Credit-Union; Phoenix (AZ); Hybride; USD 42 000 - 64 000; Plein temps

Résumé du poste

Desert Financial Credit Union is seeking a Member Loyalty Advocate within the Member Experience Center. The role focuses on inbound/outbound calls to retain members, educate them on available products, and resolve issues to enhance loyalty and satisfaction.

Applicants should have a high school diploma or GED, 2+ years in a call center or customer service, and 1+ year in financial services with a retention or escalation focus. Hybrid work arrangement offered.

Qualifications

• High School Diploma or GED required.
• 2+ years experience in a call-center or customer service environment.
• 1+ years experience in financial services, with retention, sales, or escalation management preferred.
• Clear, persuasive communication to engage and retain members and educate about products and services.
• Strong problem-solving and conflict-resolution skills to investigate and resolve concerns.

Responsabilités

• Engage with members via inbound and outbound calls to build relationships and increase satisfaction.
• Minimize cancellations by educating members about products, services, and benefits and applying negotiation skills.
• Identify opportunities to promote and secure additional products and services.
• Apply industry knowledge to enhance the member experience and resolve escalations.
• Investigate root causes of concerns to ensure satisfaction and loyalty.
• Perform other related duties as needed.

Connaissances

Customer service

Persuasive communication

Negotiation

Problem solving

Multitasking

Adaptability

Formation

High School diploma or GED

Description du poste

Member Experience Center - Member Loyalty Advocate

Job Category: Representative

Requisition Number: MEMBE008979

• Posted : October 15, 2026
• Full-Time
• Hybrid

Locations

Showing 1 location

Description

The MEC Member Loyalty Advocate is part of a dedicated phone team responsible for inbound and outbound calls, employing a balanced strategy of reactive and proactive member retention efforts. They are dedicated to delivering an exceptional customer service experience by actively working to prevent account cancellations. This team is expertly trained in relationship building techniques to identify opportunities for enhancing member relationships by effectively educating members on relevant products and services that add value to their membership. They respond to organization-wide member surveys to gain valuable insights into member concerns, dissatisfaction, or unresolved issues, enabling them to provide tailored solutions and articulate the benefits of membership effectively. Additionally, they are skilled in handling, researching, and resolving member escalations to increase member satisfaction and loyalty. The ideal candidate will excel in employing persuasion skills to retain members' business while promoting a positive and meaningful member journey.

What you will do here:

Engage with members through inbound and outbound calls, focusing on building strong relationships and enhancing overall member satisfaction.

Minimize cancellation requests by employing effective negotiation skills that successfully retain members by providing ongoing education regarding our products, services and membership benefits.

Utilize strong business acumen to identify, promote and secure additional opportunities, products and services that benefit and strengthen member relationships.

Leverage in-depth knowledge of industry trends and company offerings to make informed decisions that enhance the member experience.

Investigate and resolve member concerns by identifying root causes, ensuring a high level of member satisfaction and loyalty.

Perform other job-related duties as assigned.

What you will need:

High School Diploma or GED required.

2+ years experience working in a call-center or customer service environment required.

1+ years experience in financial services, with a preferred focus on retention, sales, or escalation management required.

Demonstrates clear, persuasive communication to engage and retain members by resolving their concerns and educating them about products and services required.

Advanced problem-solving and conflict resolution skills with the ability to investigate, analyze, and identify root causes of member concerns and escalations. Uses this insight to proactively resolve issues and provide tailored, effective member solutions required.

Utilizes effective negotiation skills to develop and retain member relationships. Ability to address member concerns with discretion and flexibility, responding quickly and appropriately to varying needs required.

Demonstrates high learning agility and change readiness, easily adapting to new processes and quickly applying new knowledge or products to meet evolving member needs required.

Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment while ensuring quality service required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

Qualifications

Education

Required

High School or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.