Digital Member Advocate

Overview

OnPath Credit Union focuses on delivering exceptional service. The primary role is to build relationships with members, offer personalized solutions, and identify opportunities to help them achieve financial success. The team is collaborative and sales-driven. The organization has been recognized as a top place to work and offers competitive compensation and benefits. The position is on-site with an hourly range of $17.00 to $23.77 based on skills and experience.
Position: Digital Member Advocate
Role classification: On-site
Responsibilities

Handle a variety of member service calls in a prompt and courteous manner. Resolve questions and problems regarding accounts, orders, payments, products, and services. Complete and maintain related reports, records, and files. Cross-sell products and services and support all functions within the Contact Center.
Receive member telephone calls professionally. Listen, collect data, secure answers, and report results to the inquiring party.
Actively promote and cross-sell credit union products and services by recognizing member needs and matching services. Inform members about Credit Union services and policies, including account types, interest rates, payroll options, and related services.
Present and explain Credit Union services and products to meet members’ financial needs. Ensure requests and questions are promptly resolved. Maintain the privacy of member account information.
Perform member transactions, file maintenance, and account changes in accordance with Credit Union policies and procedures. Complete required reports and records accurately and promptly.
Maintain good communication and coordination with coworkers, management, directors, and committee members. Uphold confidentiality and discretion; contribute to the Credit Union’s positive reputation. Ensure administrative tasks are well-coordinated, efficient, and performed with minimal supervision. Adhere to attendance policies and support marketing promotions. Maintain professional grooming and appearance per Uniform Policy.
Qualifications

Experience

Six months to two years of similar or related experience, including time in preparatory positions.
Education/Certifications/Licenses

High school degree or GED required.
Interpersonal Skills

Courtesy, tact, and diplomacy are essential. Role involves personal contact with internal and external parties to provide and obtain information and offer guidance.
Other Skills

Ability to work in a remote environment that meets Telecommuting & Remote Access Standards. Proficiency in computer applications and business equipment. Quick, independent, accurate work. Strong written and oral communication. Ability to perform basic arithmetic (addition, subtraction, multiplication, division, percentages).
ADA Requirements

Physical Requirements

The role requires sitting, using hands for typing, reaching, talking, and hearing. Occasional lifting up to 25 pounds. Vision requirements include color and texture perception and focus adjustment.
Working Conditions

Indoor, climate-controlled shared work area with usually moderate noise.
Mental and/or Emotional Requirements

Ability to work under supervision or independently; follow instructions; communicate clearly; perform calculations with accuracy; interact calmly with diverse individuals; manage multiple priorities; maintain discretion on confidential matters.

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