FirstLight Federal Credit Union Member Advisor I - Full Time (40 hrs) - Member Contact Center in El Paso, Texas
A Member Advisor (MA) serves as a liaison between the member and the Credit Union. Works independently with limited supervision in a high volume inbound and outbound call center. Responds to a broad variety of member calls concerning the Credit Union’s products or services ensuring the highest quality of member service. Responds to and resolves member inquiries, problems, and/or complaints with a one call resolution while maintaining positive member relations. MA’s build member relations by creating member connections through referrals of the credit union’s products and services based upon identified member financial needs and makes appropriate referrals to other product specialist. In addition, there are outbound calling expectations to include, but not limited to: Onboarding, loan recapture, missed sales opportunities, and campaign and sales initiatives.
A MA creates a memorable member experience through their professional interactions and commitment to the Credit Union’s Core Values.
• Professional appearance, dress, and attitude. Ability to be an example and role model.• Attention to detail.• Ability to build strong relationships with our internal and external members. • Ability to identify and offer appropriate Credit Union services and products that meet member’s needs. • Excellent oral and written skills. • Above average ability to operate related computer applications and other business equipment including telephone, Microsoft Word, Excel, Outlook, and PowerPoint.• Understanding of loan processing to include credit reports, debt to income, loan to value, and closing process. • Good time management and organizational skills.
One (1) year previous experience as a call center representative.
(Financial institution with knowledge of financial institution concepts, products, policies and regulations is a plus).
One (1) year retail performance-based sales experience
(direct member contact w/goal objectives) preferably in a call center environment.
High School Diploma or equivalent