- Manages inbound calls and/or virtual teller sessions.
- Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
- Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution.
- Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.
- Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
- Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking.
- Adheres and remains updated on all Member Care and credit union procedures and policies.
- Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
- Commit to achieving individual, team, and organizational goals.
- Communicate with the leadership team on a consistent basis.
- Engages in the team, organizational, and community initiatives.
- Responsible for completing all required training in a timely manner.
- Maintains current knowledge of all applicable compliance rules and regulations through assigned training.
- Working knowledge of Word, Excel, and Explorer; 10 key skills.
- Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act.
- Bilingual preferred (English/Spanish).
- High school diploma or equivalent from an accredited institution. Some college preferred.
- Minimum 1-3 years experience or combination of education and experience. Previous customer service, banking, and/or call center experience required.
Position Details:
- Location: Downtown Tampa – GTE Headquarters
- Department Hours: Sunday – Saturday (7:00 am to 8:00 pm)
- A quiet workplace so you can focus on delivering excellent service to our members.
- Must live in a location that can leverage an existing high-speed internet service.
- Minimum upload speed 10 MB/s, preferred upload speed 25 MB/s.
- Minimum download speed 50 MB/s, preferred 100 MB/s.
- Candidates must provide and meet all technical requirements prior to the first day of training.
- Candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.
- 9 am to 6 pm (when the time changes in November until the time changes in March)
- 8 am to 5 pm (when the time changes in March until the time changes in November)
- Monday through Saturday (Saturdays are scheduled at HQ)
- 9 am to 6 pm- Monday through Friday
- 9 am to 1 pm- Saturday
- Onsite - Monday through Friday 9 am – 6 pm
- Onsite – Saturday 9 am to 6 pm (all onsite Advocates work from our HQ site)
- Remote – 7 am to 6 pm or 9 am to 8 pm (shifts can start anywhere within this timeframe.