Relationship Advisor Full-Time (Contact Center) Tallahassee

Overview

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics!
Summary

We are the Contact Center. We are a high-volume member service group. Our goal is to make it easier to do business with Addition Financial as we provide world-class member service, one call resolutions, and product pairing based on each member’s individual needs. It is the responsibility of each member of our team to meet these goals as we strive to enhance the Addition Financial brand. We work hard to meet these goals because it means our members’ lives are changed for the better.
Ours is a culture of empowerment. We believe a highly trained employee is a confident, proficient, and assertive employee. We strive to create a culture of empowerment by giving our staff the freedom to make decisions on the member’s behalf to bring resolution to issues, provide service recovery, and ensure each member has the best experience possible.
We work in an environment of open communication, shared ideas, and continual improvement in an effort to grow our company and strengthen the member relationship.
We expect all members of the Contact Center staff to:
Adhere to the policies and procedures of Addition Financial, the Contact Center, and their individual team
Do their best work at all times giving their full attention and best effort in all areas of their performance
Be at work on time according to their scheduled shifts
Ask questions, try new things, fail and learn from mistakes, do big things
Share ideas and best practices that will help shape and support our goal of world-class service
Handle member calls to determine needs and provide individualized solutions
Consultative and investigative conversations will be used to provide product and service recommendations
Receive coaching based on Quality Assurance, live monitoring, and performance feedback
Develop product, system, and job knowledge through classroom, one-on-one, and online learning
Utilize resources such as connections, additionfi.com, and training materials
Understand and utilize phone and computer systems
Complete Lumen courses as directed by management
Enter required loan information into the lending system with knowledge of lending policies, products, procedures, and promotions
Understand credit bureau reports, identify lending opportunities, and educate members to improve credit scores while meeting lending goals
Identify member lending needs and cross-sell appropriate ancillary products
Other duties as assigned by management and department-wide projects as assigned
Requirements

Education

High school diploma or GED
Experience

One to two years’ related experience in a customer/member services environment or equivalent combination of education and experience
General knowledge of all products and services for cross-selling and knowledge of the organization’s departments
Other characteristics

Physical Demands

Sitting for long periods
Regularly required to talk or listen
Occasional lifting of office supplies up to 20 lbs
Vision abilities including close vision and ability to adjust focus
Mental Demands

Understand and follow clear procedures without deviation
Withstand moderate stress
Adhere to a provided work schedule to meet production standards
Perform tasks that vary little from day to day
Implement others’ decisions and procedures with limited judgment
Relay information orally
Working with Us

We’re continually recognized as a top employer because we understand people want more out of their career—making a difference in people’s lives and in the community, being part of a team that supports each other, and balancing life with a competitive base salary and benefits, including:
401k with profit sharing contribution
Comprehensive medical, dental and vision coverage from leading providers
Continuing education and up to $5,000 in tuition assistance annually
Generous vacation and sick pay
Paid parental leave and volunteer time off
Major holidays off including Federal holidays
Credit union benefits including reduced loan rates and other discounts
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, please review the Know Your Rights notice from the Department of Labor.

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