Remote
Salary Range:
$20.13 To $25.17 Hourly
POSITION TITLE: Member Care Advocate I
DEPARTMENT: Operations
CLASSIFICATION: Non-Exempt/Grade 8
APPROVED BY: Stacie Green
REPORTING RELATIONSHIPS
POSITION REPORTS TO: Call Center Manager
POSITIONS SUPERVISE: none
In order to fulfill the mission and vision of Five Star Credit Union, the primary function of all team members is to provide outstanding service to members by promoting and selling credit union services and products to new and existing members and by fully using job-relevant technical skills, maintaining/updates technical skills and seeking to enhance service skills. All positions require the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.
POSITION PURPOSE
Entry level position that is responsible for handling specific member service calls in a prompt and courteous manner. Resolves member questions and problems regarding account maintenance, payments, products, and services. Completes and maintains related reports, records, and files. Cross-sells products and services and supports all functions within the Call Center.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1.Assumes responsibility for the effective and professional completion of Call Center Representative functions.
a. Receives member telephone questions and complaints in a professional manner.
b. Completes research and resolves documentation and posting errors or discrepancies.
c. Provides general information to members on Credit Union policies, procedures, and programs.
d. Provides basic information to members on accounts, orders, payments, products, and services.
e. Performs basic maintenance functions on accounts.
f. Maintains and protects the Credit Union's professional reputation.
g. Assist members with electronic serves.
h. Cross-sells appropriate products and services.
2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
a. Keeps supervisor informed of area activities and significant problems.
b. Completes required reports and records accurately and promptly.
c. Attends and participates in meetings as required.
3. Assumes responsibility for related duties as required or assigned.
a. Assists other departments as necessary.
b. Performs related clerical duties as needed.
c. Keeps work area clean, secure, and well maintained.
d. Actively and professionally cross sells Credit Union products and services.
e. Completes weekly Call Center statistical reports.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent.
REQUIRED KNOWLEDGE: Knowledge of financial industry preferred
EXPERIENCE REQUIRED:At least 1-3 years of experience in customer service and call center preferred or relevant work experience.
SKILLS/ABILITIES: Excellent communication and public relations skills.
Ability to work well under pressure in a team environment.
Excellent computer skills.
Solid math skills and bookkeeping abilities.
Ability to take 75+ incoming calls daily
Strong work ethics and Core Values must be always exercised
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING:Position requires capacity for almost continuous verbal communication and detailed or important instructions or ideas must frequently be conveyed accurately, loudly or quickly.
AVERAGE HEARING:Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES:Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
PHYSICAL STRENGTH:Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included are the minimal standards required to perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
