Member Contact Center Advisor
GFA is looking for a highly motivated, friendly Member Contact Center Advisor.
As a Member Contact Center Advisor, you’ll be the friendly, familiar voice that our members turn to when they need support with GFA products or services. Whether you’re answering questions or guiding someone through a process, you’ll make every conversation feel welcoming and genuine. Your caring approach ensures our members always feel listened to and valued, knowing they can count on you to help them, every step of the way.
| Pay Range: |
$20.32 - $26.71 |
| Department: |
Retail |
| FLSA Status: |
Non-Exempt |
| Reports To: |
Member Contact Center Manager |
Essential Functions and Responsibilities:
- Serve membership by providing service and information in a pleasant professional, and efficient manner via telephone or correspondence.
- Research and solve routine member questions, problems and complaints concerning credit union accounts.
- Respond to all member calls promptly.
- Verify accounts, open/close accounts, accept loan applications, process stop payments on share draft accounts, order cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
- Cross-sell credit union products and services when appropriate.
- Assist members with basic questions regarding their loans.
- Assist members with remote access, ibanking, etc.
- Process incoming and outgoing wire transfers.
- Mail, fax, or e-mail new member applications, loan applications, and/or information to members and prospective members.
- Responsible for researching member inquiries from team members including Retail Experience Advisor's, Retail Experience Advisor Lead's, and coaches. Train and develop staff on operational and service aspects of their position.
- Other duties as assigned.
Additional Responsibilities:
- Model and promote the behaviors of the Credit Union’s core values, actively working to enhance the member and employee experience throughout the Credit Union.
- Participate in the Credit Union’s Community/Civic Engagement Program which requires participation in one community event each calendar year.
- Act as a role model for staff by completing tasks in a timely and accurate manner. Demonstrate a commitment to learning by cross training on other functions as required.
- Participate, complete and attend mandatory training and/or online assignment for regulatory compliance.
Knowledge and Skills:
- 1-2 years of banking experience required
- High School Diploma or equivalent
- Microsoft Office Suite
- Strong written and verbal communication skills
- High level of confidentiality and accuracy
- Strong organization skills and the ability to multi-task
- Ability to work in a team environment
- Strong customer service skills
- Flexibility and the ability to adapt to change
GFA offers competitive wages and an excellent benefits package which includes: medical, dental, vision, STD, LTD, Life, 401K with match and more. For more information visit our careers page.
GFA is an equal opportunity employer. Federal Law prohibits discrimination against employees or applicants with respect to race, religion, color, sex, national origin, age, genetic information or disability.
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