• Dec 18, 2025

Member Contact Center Advisor

GFA is looking for a highly motivated, friendly Member Contact Center Advisor.

The primary goal of the Member Contact Center Advisor is to enhance the member experience across multiple channels—including phone, email, chat, and other digital platforms—by addressing inquiries, resolving issues, and promoting appropriate products and services. Key responsibilities include assisting with digital banking questions, troubleshooting account access, processing transactions, and engaging with Members to provide effective solutions while strengthening their relationship with the Credit Union. All duties are performed in adherence with security protocols and regulatory standards.

Pay within the range posted will be commensurate with the individual’s experience and qualifications for this role.

Essential Functions and Responsibilities:

• Provide timely and accurate support for account inquiries, digital banking services, and other financial products via phone, email, and live chat.  
• Troubleshoot and resolve member issues, complaints, and technical difficulties related to their accounts or online services, escalating complex problems when necessary. 
• Perform financial transactions such as stop payments, balance inquiries, account transfers, statement requests, wire requests and withdrawals, address changes, transaction disputes, and assist with processing applications.
• Process all Member transactions delivered through Postal mail within 24 hours of receiving.   
• Educate members on products and services, recommend solutions to meet their financial goals and needs, and assist with online applications.
• Guide members through digital banking platforms on various devices and operating systems to help them self-serve.
• Adhere to company policies, procedures, and risk standards, and identify potential issues that may cause financial loss.
• Suggest improvements to contact center processes and workflows.
• 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.
• Maintains a clean and well-organized workstation as per Credit Union guidelines.
• Adheres to Credit Unions policy on Dress code and appropriate work attire.

Knowledge and Skills:

• High School Diploma or equivalent
• 1-2 years of Retail Banking or Call Center Banking experience
• 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

Physical Requirments:

• General Office Environment
• Ability to stand for long periods of time

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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