Member Experience Advocate I - Call Center

Title: Member Experience Advocate I - Call Center

Location: Remote Tampa, FL (HQ)

Full time

Job Description:

Come join our GTE Financial team!

We are looking for an individual who is a problem solver that is customer-focused for a Member Experience Advocate I.  The Member Care Team is an empowered group of employees actively engaged in their growth and development, their department, their organization, and their community. The team takes ownership and accountability for creating an environment that drives innovation to deliver a remarkable member experience. Each employee is an owner of this experience and is committed to its success.

What does GTE look for in a Member Experience Advocate?

Experience:

• Manages inbound calls and/or virtual teller sessions.
• Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries. 
• Ability to refer quality loan referrals based on member needs resulting in a higher level of member engagement.
• Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution.
• Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude.
• Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
• Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking.

Operational:

• Adheres and remains updated on all Member Care and credit union procedures and policies.
• Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II.
• Commit to achieving individual, team, and organizational goals.
• Communicate with the leadership team on a consistent basis.
• Engages in the team, organizational, and community initiatives.
• Responsible for completing all required training in a timely manner.
• Maintains current knowledge of all applicable compliance rules and regulations through assigned training.
• Working knowledge of Word, Excel, and Explorer; 10 key skills.
• Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act.
• Bilingual preferred (English/Spanish).

Required Qualifications:

• High school diploma or equivalent from an accredited institution.  Some college preferred.
• Minimum 1-3 years' experience or combination of education and experience. Previous customer service, banking, and/or call center experience required.

Position Details:

• Location:  Downtown Tampa – GTE Headquarters
• Department Hours:  Monday– Sunday (7:00 am to 8:00 pm)

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

The position is defined as remote in nature and may be changed at any time by management with appropriate notice, if possible.

Required for Remote/Hybrid Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Some positions will require performance standards to be met to qualify for alternative work arrangements.
• Required to have power and high-speed internet over 100MB (minimum).
• Video capability (connection of 1.5 Mbps up and down recommended).
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team!

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.