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Tropical Financial Credit Union · 1 week ago

Member Engagement Advisor I (Call Center)

Miramar, FL

Full-time

Onsite

Entry Level

1+ years exp

Tropical Financial Credit Union is a recognized workplace that values employee experience and growth. The Member Engagement Advisor I role focuses on improving member interactions and ensuring a positive experience through quality service, transaction processing, and cross-selling of products.

BankingFinanceFinancial ServicesNon Profit

Responsibilities

Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process

Meet all sales goals as defined in the individual’s performance appraisal {where applicable}

Employee applies policies, procedures and follows job aides applicable to the job

Produces acceptable standards adhering to established goals set by management

Maintains an accurate records of each transaction and balances work daily

Promote, describe, listen, and actively cross-sell credit union products and services based on member needs obtained from member interviews (using the Integrity Solutions - The Member Advantage AIDINC process) and reviews of the member's account

Support and provide an optimized member experience via multiple media channels including but not limited to: voice, electronic and written and in-person

Interacts well and listens to co-workers and members to provide account and service information to fulfill needs

Knowledgeable in Member Services, Debit Cards, Credit Cards, Online/Mobile Banking and Bill Pay or any other related system

Effectively deal with angry callers, and upset members

Maintains acceptable attendance record and follows established work and break periods

BSA Compliance : Every employee is required to uphold the Credit Union’s compliance with the Bank Secrecy Act (BSA) and anti-money laundering (AML) policies and procedures

This role takes into consideration the awareness of unusual or suspicious activity that is relevant to the department

In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually

Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required

Knowledgeable of BSA, Customer Identification Program (CIP), USA Patriot Act, OFAC, Fair Lending, and Credit Card Act

Comply with all TFCU policies and procedures to ensure compliance with such regulations

Performs related duties as required with or without accommodation

Qualification

Customer serviceBanking knowledgeProblem-solvingAnalytical skillsTime managementInterpersonal skillsTechnical abilitiesMS OfficeAttention to detailTeamworkCommunication skills

Required

Knowledge of Credit Union or banking related products and services preferred

Proven organizational, critical thinking and analytical skills, and display the ability to analyze financial data related to the members and potential members

Ability to prepare reports with detailed feedback, and add notes in members' records as needed

Excellent interpersonal and communication skills and display a strong ability to multi-task and adapt in a face paced environment

Must possess above average time management, problem-solving and prioritization skills

Display a high degree of motivation, initiative, collaboration and actively interact and be an engaged team player

Participate in teamwork, as well as, the willingness and ability to learn new tasks and duties within a changing and work in a high volume, fast-paced work environment

Attention to Detail to read and interpret documents such as policy, procedure manuals and job-aides

Ability to apply math principles to transactions, and any other related activity

Ability to ensure minimal to no errors are made while handling their job functions and mitigate fraud and adhere closely to security standards of operation

Exhibit high degree of professionalism and confidentiality in handling and accessing to sensitive information

Must have working knowledge of computers, strong clerical skills and must have practical knowledge of MS Office, Outlook, Excel and Word

May participate in a project for the sake of continuous improvement

Strong technical abilities to learn and effectively conduct transactions on member database, interact and communicate with enterprise communication systems, e.g., phone calls, messaging, email, text, chat, etc

High school education or equivalent required

One or more years' experience in banking or related financial services environment in a customer service or a branch role

Practical knowledge of key banking skills, money handling, transactions, banking operations and compliance required

Preferred

Knowledge of banking systems preferred, including products and services, handling online/digital transactions, and telephone transactions with the ability to troubleshoot and escalate issues as needed