Service Member Advocate l- Call Center
Tucson, AZ Tucson, AZ Full-time Full-time $17 - $19 an hour $17 - $19 an hour 19 hours ago 19 hours ago 19 hours ago SIGN-ON BONUS! As of 4/25/22 JOB TITLE:
Service Member Advocate REPORTS TO:
Service Experience Supervisor SUPERVISES:
None EXEMPTION STATUS:
Non-Exempt PRIMARY FUNCTION:
Provide exceptional member experiences, via electronical service delivery channels, by using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.
Essential Functions:
1.
Ensure exceptional member service through a variety of electronic service delivery channels and on camera, such as:
inbound and outbound calls, chats, texts and e-mails.
2.
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
3.
Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.
4.
Provide support to front line during the troubleshooting of digital products and services.
5.
Engage in behavior that aligns with the credit union's cultural beliefs.
6.
Maintain a professional businesslike appearance in accordance with TFCU Dress and Personal Appearance Policy.
7.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Follow credit union Member Privacy Policy and member identification procedures.
8.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Maintain member and TFCU privacy and confidentiality.
OTHER DUTIES/
Responsibilities:
1.
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
2.
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
3.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
4.
Adhere to TFCU's attendance and punctuality policy.
5.
Maintain a professional businesslike appearance in accordance with TFCU's dress code policy.
6.
Engage in behavior that aligns with the credit union's cultural beliefs.
KNOWLEDGE, SKILLS AND ABILIITIES:
Education:
High school diploma or its equivalent required.
Experience:
Five (5) years' work experience required, preferably in customer service and/or call center capacity.
Level Minimum Years of Customer Service-related Experience Education/Training/Functions 1 5 Beginning level of training with MS Office.
Basic general computer skills (i.
e.
:
using email, navigate the internet, search functions).
Assists members using Chat/Text/Email channels.
Complete department administrative tasks.
Complete BVS courses (number and scope TBD by Member Experience Senior Leadership).
(Complete within 180 days of employment for external, prior to level 2 for internal) 2 5 In addition to Level 1 Education/Training/Functions:
Intermediate computer skills (i.
e.
:
tables and graphics).
Provides support to peers including answering questions and remote de-escalation of member calls.
Complete BVS courses (number and scope TBD by Member Experience Senior Leadership).
(Complete within 180 days of employment for external, prior to level 2 for internal) 3 7 In addition to Level 2 Education/Training/Functions:
Advanced computer skills training (i.
e.
:
troubleshooting and technology).
Serves as contact for escalated member calls, handles advanced supervisory functions (i.
e.
:
queue and quality monitoring, scheduling and branch security procedures).
Provides leadership and coaching.
At least 1 year experience in a leadership capacity or identified as candidate for Prospective Leader Program.
Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership).
Trainer 7 Advanced level of training with MS Office.
Advanced computer skills training (i.
e.
:
troubleshooting and technology).
Ability to deliver training and feedback via technology and in person.
At least 2 years' experience in Experience Center Representative position preferred.
Qualifications:
1.
A working knowledge of credit union operations, policies and procedures.
2.
A familiarity with credit union products and services.
3.
Ability to operate computer keyboard to input data at an advanced level.
4.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
5.
Ability to read and interpret computer screen and printout.
6.
Ability to perform intermediate mathematical calculations.
Availability:
Monday through Saturday, as scheduled.
Physical Demands:
The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.
1.
Sit, Stand, Walk and Bend:
While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches.
Bending is also sometimes required to reach low cabinets and drawers.
2.
Use of Hands/Fingers:
To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to:
printers, copy machines, and other equipment.
Additionally, this position is frequently required to sit and reach with hands and arms.
3.
Speech/Hearing:
This position frequently communicates via phone and in person.
Must be able to talk to/hear members and educate them on products and services offered at the credit union.
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job.
They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job.
This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an employment at will employer.
Job Type:
Full-time Pay:
$17.
00 - $19.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
5 years Shift:
8 hour shift Weekly day range:
Weekend availability Work setting:
Call center In-person Office Education:
High school or equivalent (Required)
Experience:
Customer service:
5 years (Required) Call center:
1 year (Required) Shift availability:
Day Shift (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Service Member Advocate REPORTS TO:
Service Experience Supervisor SUPERVISES:
None EXEMPTION STATUS:
Non-Exempt PRIMARY FUNCTION:
Provide exceptional member experiences, via electronical service delivery channels, by using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.
Essential Functions:
1.
Ensure exceptional member service through a variety of electronic service delivery channels and on camera, such as:
inbound and outbound calls, chats, texts and e-mails.
2.
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
3.
Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.
4.
Provide support to front line during the troubleshooting of digital products and services.
5.
Engage in behavior that aligns with the credit union's cultural beliefs.
6.
Maintain a professional businesslike appearance in accordance with TFCU Dress and Personal Appearance Policy.
7.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Follow credit union Member Privacy Policy and member identification procedures.
8.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Maintain member and TFCU privacy and confidentiality.
OTHER DUTIES/
Responsibilities:
1.
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
2.
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
3.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
4.
Adhere to TFCU's attendance and punctuality policy.
5.
Maintain a professional businesslike appearance in accordance with TFCU's dress code policy.
6.
Engage in behavior that aligns with the credit union's cultural beliefs.
KNOWLEDGE, SKILLS AND ABILIITIES:
Education:
High school diploma or its equivalent required.
Experience:
Five (5) years' work experience required, preferably in customer service and/or call center capacity.
Level Minimum Years of Customer Service-related Experience Education/Training/Functions 1 5 Beginning level of training with MS Office.
Basic general computer skills (i.
e.
:
using email, navigate the internet, search functions).
Assists members using Chat/Text/Email channels.
Complete department administrative tasks.
Complete BVS courses (number and scope TBD by Member Experience Senior Leadership).
(Complete within 180 days of employment for external, prior to level 2 for internal) 2 5 In addition to Level 1 Education/Training/Functions:
Intermediate computer skills (i.
e.
:
tables and graphics).
Provides support to peers including answering questions and remote de-escalation of member calls.
Complete BVS courses (number and scope TBD by Member Experience Senior Leadership).
(Complete within 180 days of employment for external, prior to level 2 for internal) 3 7 In addition to Level 2 Education/Training/Functions:
Advanced computer skills training (i.
e.
:
troubleshooting and technology).
Serves as contact for escalated member calls, handles advanced supervisory functions (i.
e.
:
queue and quality monitoring, scheduling and branch security procedures).
Provides leadership and coaching.
At least 1 year experience in a leadership capacity or identified as candidate for Prospective Leader Program.
Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership).
Trainer 7 Advanced level of training with MS Office.
Advanced computer skills training (i.
e.
:
troubleshooting and technology).
Ability to deliver training and feedback via technology and in person.
At least 2 years' experience in Experience Center Representative position preferred.
Qualifications:
1.
A working knowledge of credit union operations, policies and procedures.
2.
A familiarity with credit union products and services.
3.
Ability to operate computer keyboard to input data at an advanced level.
4.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
5.
Ability to read and interpret computer screen and printout.
6.
Ability to perform intermediate mathematical calculations.
Availability:
Monday through Saturday, as scheduled.
Physical Demands:
The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.
1.
Sit, Stand, Walk and Bend:
While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches.
Bending is also sometimes required to reach low cabinets and drawers.
2.
Use of Hands/Fingers:
To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to:
printers, copy machines, and other equipment.
Additionally, this position is frequently required to sit and reach with hands and arms.
3.
Speech/Hearing:
This position frequently communicates via phone and in person.
Must be able to talk to/hear members and educate them on products and services offered at the credit union.
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job.
They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job.
This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an employment at will employer.
Job Type:
Full-time Pay:
$17.
00 - $19.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
5 years Shift:
8 hour shift Weekly day range:
Weekend availability Work setting:
Call center In-person Office Education:
High school or equivalent (Required)
Experience:
Customer service:
5 years (Required) Call center:
1 year (Required) Shift availability:
Day Shift (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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