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NorthCountry Federal Credit Union · 1 day ago

Member Advocate 1 (Call Center Representative)

United States

Full-time

Remote

New Grad, Entry Level

$20/hr - $20/hr

0+ years exp

NorthCountry Federal Credit Union is committed to being the community’s most loved financial institution, aiming to help people achieve their financial dreams. The Member Advocate 1 role involves supporting members through phone, chat, and email by addressing their needs, processing transactions, and providing information about products and services.

BankingFinancial Services

Growth Opportunities

Responsibilities

Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs

Understand and provide basic electronic channels support (online banking and Bill Pay support, SWBC, fraud support, P2P) and be proficient in transactions and processes, including one-time and recurring transfers, loan & credit card payments, cashier's checks, wire transfers, debit and credit card maintenance and management, identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand and apply proper procedures to open & close shares, add & remove entities on personal accounts, and maintain accurate and current information for members

Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations

Make decisions that align with the credit union's core values while adhering to policies and procedures

Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned

Qualification

Credit union products knowledgeElectronic channels supportProblem solvingAttention to detailComputer skillsCommunication skillsInterpersonal skillsTeamwork & cooperationInitiative

Required

One month to twelve months of similar or related experience

A high school education or equivalent

Good computer and communication skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact

Work involves extensive personal contact with others and is usually of a personal or sensitive nature

Work may involve motivating, influencing or training others

Fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others