Are you ready for an exciting career in the financial services industry? If so, Andrews Federal is the place for you! Andrews Federal is a transformative, international financial institution, proud to serve our military and communities. Our top priority remains to help our members achieve financial wellness.
With a positive workplace culture embedded in every aspect of our DNA, our organization has been certified as a Great Place to Work for 4 years. Andrews Federal offers a highly competitive compensation and benefits package to maintain a happy and healthy workforce.
As our organization continues to thrive, we seek a highly motivated workforce that is not afraid to provide innovative solutions within the financial services industry. Our leaders encourage collaboration and new ideas as we continue to serve our global membership.
Some of the perks of working at Andrews Federal include:
- 12 paid holidays a year including your birthday
- Affordable healthcare plans and Employer Paid FSA accounts
- Career development, training opportunities, career coaching, and tuition reimbursement
- Retirement plans with a competitive matching option
- Childcare stipend to help working families
The Member Advisor I provides support to members through multiple communication channels (phone, chat, computer audio, and video) primarily focusing on a holistic approach to enhance new and existing members virtual experience by delivering timely communication and troubleshooting various issues. Member Advisors respond to inquiries, manage complaints, troubleshoot significant service problems, and provide general information while projecting a professional company image through all communication channels. Responsible for creating and contributing to an environment that influences the use of technology to meet members needs today and in the future.
ESSENTIAL JOB RESULTS AND RESPONSIBILITIES:
- Knowledgeable and compliant with all credit union policies, procedures, and regulatory requirements and security protocol.
- Maintain a high level of service excellence supporting departmental/organizational CSAT Score standards.
- Utilize virtual channels to establish and maintain ongoing relationships with members
- Research, identify, and resolve member complaints timely.
- Support new and existing members with new enrollments on all Virtual Branch products and services.
- Ensures that Virtual Branch related documents are being properly retained, imported into core systems, scanned and/or quality controlled.
- Responds to members and staff requests for virtual banking services information or assistance with transactions problems.
- Interact with co-workers, supervisors, members and outside contacts in an appropriate, professional manner which projects a positive image of the department and Andrews Federal.
- Works in conjunction with other departments and staff to develop and strengthen relationships with members who choose our virtual channels.
- Acts as a subject matter expert in all Andrews Federal Credit Union products and services-especially live chat and outsourced call center partner
- Recognize, guide, and promote credit union products and/or services to current and potential members contributing to the organizational overall production goals
- Flexibility to work remote or onsite.
- Other duties as assigned
- Remain cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
QUALIFICATIONS:
- High school diploma or GED.
- Mandatory financial services experience in bank or credit union.
- Minimum of 2+ years of experience in a financial services call center and credit union platforms, systems, and applications.
- Experience credit union or financial institution banking share and loan products and/or member service experience.
- Proficient in the use of Microsoft Office products, banking information systems and video conferencing software that are applicable to the area of assignment which include: CRM, Desktop, Glia,.
- Comfort with being viewed by customers through a video screen and communicating through video conferencing.
- Possess excellent verbal and non-verbal communication and presentation skills.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar including the ability to comprehend written sentences and paragraphs in work related documents.
PHYSICAL REQUIREMENTS:
- Requires the ability to sit at a desk and computer for extended period of time.
- Ability to stand, bend, and lift up to 20 pounds.
- Ability to operate standard business equipment such as a fax, computer, printer, copier, etc.
- Ability to look at a computer screen for 8-10 hours a day.
- Must be able to work on a flexible schedule that at times may include early or late working hours or weekend hours.
Pay Range
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
