Role:

Reporting to the Director of Member Experience, the Member Engagement Advisor provides member service that exceeds our members' expectations, assists members with all aspects of member service while processing requests via telephone, chat, fax, and e-mail for account information and support, to perform transactions, and support the overall operations of the contact center. Identifies members' financial needs and offers Air Force Federal Credit Union products and services to fulfill our members' needs.

Work Location:

This is an onsite position. Occasional remote work may be available for select positions and is subject to prior approval by management.

What you will be doing:

• Handle a large volume of member contacts in an efficient manner.
• Efficiently identify member needs, research issues, and provide first-call resolution by providing solutions.
• Take ownership of member requests from initial contact through follow-up, if needed.
• Identifies cross-sell opportunities and cross-sells services to members.
• Meet daily qualitative and quantitative metrics for self and team to achieve all service, productivity, quality, and sales objectives.
• Performs other job-related duties as assigned.

What you'll bring along:

• A high school education or GED.
• At least one year of similar or related experience.
• Excellent interpersonal, organizational, and telephone etiquette skills. Strong workflow and communication skills (both written and oral).
• Proficient with standard office equipment, MS software programs; familiarity with standard report programs.

We are Committed to Equal Opportunity.

AFFCU believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for the positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our equal employment opportunity policy statement, pay transparency nondiscrimination agreement, and the Know Your Rights: Workplace Discrimination is Illegal Poster reaffirm this commitment.

AFFCU is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our Human Resources team at HumanResources@soarion.org.