Digital Member Advocate

At OnPath Credit Union, we share a passion for delivering exceptional service. Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Benefits

Competitive Compensation

Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan

Paid Vacation, Wellness, Sick Time, and more!

Position: Digital Member Advocate (Hourly $17.00-$23.77, On-site)

Job Summary
Responsible for handling a variety of member service calls in a prompt and courteous manner. Resolves member questions and problems regarding accounts, orders, payments, products, and services. Completes and maintains related reports, records, and files. Cross‑sells products and services and supports all functions within the Contact Center.

Major Duties and Responsibilities

Receive member telephone calls in a professional manner, answer questions, solve problems by listening and collecting data, and report results to the inquiring party.

Actively promote and cross‑sell credit union products and services by recognizing member needs and matching appropriate offerings. Keep members informed of credit union services and policies.

Present and explain credit union services and products to members, assist in meeting their financial needs, and ensure requests and questions are promptly resolved while maintaining the privacy of member account information.

Perform member transactions, file maintenance, and account changes as needed in accordance with credit union policies and procedures. Complete required reports and records accurately and promptly.

Maintain good communication and coordination with co‑workers, management, directors, and committee members. Uphold confidentiality and discretion at all times. Ensure the credit union's quality reputation is maintained and projected. Coordinate clerical support functions efficiently. Work independently with minimal supervision. Maintain a good attendance record in compliance with policy. Meet performance goals and support marketing promotions. Present grooming and appearance professionally in accordance with the Uniform Policy.

Knowledge and Skills
Experience : Six months to two years of similar or related experience, including time spent in preparatory positions.

Education / Certifications / Licenses : High school degree or GED required.

Interpersonal Skills : Courtesy, tact, and diplomacy are essential. Must be able to conduct personal contact with others inside and outside the organization for routine matters, including giving, obtaining information, advising, and referring.

Other Skills : Must be able to perform routine work in a remote environment that meets the Telecommuting & Remote Access Standards. Proficiency in computer applications and other business equipment. Ability to learn new programs and work professionally, quickly, independently, and accurately. Excellent written and oral communication skills. Ability to perform non‑complex arithmetic calculations (addition, subtraction, multiplication, division, percentages).

ADA Requirements
Physical Requirements : The employee is regularly required to sit; use hands to handle or feel items including a keyboard; reach with hands and arms; talk, convey detailed or important instructions or ideas accurately, loudly, or quickly; and hear, including using a telephone. The employee must occasionally lift or move up to 25 pounds.

Working Conditions : Must be able to routinely perform work indoors in a climate-controlled shared work area. Noise level is usually moderate.

Mental and/or Emotional Requirements : Must work effectively with supervision and independently or as part of a team. Must read and follow various instructions, both written and oral. Must speak clearly and deliver information logically and understandably. Must perform basic mathematical calculations with extreme accuracy. Must calmly and professionally handle numerous personalities from diverse cultures at various levels. Demonstrate highest levels of customer service and discretion. Perform responsibilities with composure under the stress of tight deadlines and high accuracy demands. Manage multiple, simultaneous, and changing priorities. Exercise highest discretion on confidential matters.

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