What are the responsibilities and job description for the Member Advocacy and Solutions Lead position at Radiant Credit Union?
Role:
Assists members and potential members with requests for information via telephone, e-mail, web based and electronic means; explains products and services, responds to problems, and directs inquiries to the appropriate area. Responsible to coach, develop and lead MAST employees to obtain individual and organizational growth goals while delivering an exceptional member service experience. Fosters a positive approach to successfully assist in motivating staff to meet and exceed goals and objectives. Establishes strong member relationships and
teaches relationship building techniques to staff. Responsible for contact center operations, process management, employee development and relationship building with members and employees throughout organization. Acts as backup to Contact Center Manger.
Essential Functions & Responsibilities:
Experience Five years to eight years of similar or related experience.
Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills Able to operate a computer keyboard; able to make decisions with minimum information.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.
Work Environment In Office, able to work and be flexible within the contact center operational hours Monday through Friday 7:45 am until 6 pm and Saturdays 9am until 12 pm. Some additional hours may be required based on business needs, occasional remote work and minimal travel may be required.
What We Do:
At Radiant Credit Union, we’re building brighter futures for our members through strong financial foundations. Our products, our people, and our spaces are created to make the banking experience easy. Here, we want to know our members by name, so their journey through personal finance is personalized and genuine.
Who We Are:
In short, we’re people who care about other people. It’s a trait you’ll find in each person at Radiant that shows up in how we give back in our community, build connection in our offices, and ensure a warm and friendly environment for every member we serve. Finances can be overwhelming, and we’re a team who wants to make sure everyone has the power to shine. Join us to help make it possible.
Assists members and potential members with requests for information via telephone, e-mail, web based and electronic means; explains products and services, responds to problems, and directs inquiries to the appropriate area. Responsible to coach, develop and lead MAST employees to obtain individual and organizational growth goals while delivering an exceptional member service experience. Fosters a positive approach to successfully assist in motivating staff to meet and exceed goals and objectives. Establishes strong member relationships and
teaches relationship building techniques to staff. Responsible for contact center operations, process management, employee development and relationship building with members and employees throughout organization. Acts as backup to Contact Center Manger.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone, chat, texts. or email requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. Member Advocacy and Solutions Lead will be responsible for handling secured messages, multiple chat sessions at one time, account maintenance and account opening/closing procedures, IRA related questions, Bill Pay, handling Representative and Specialist questions, and taking escalated member calls,. Also responsible for training new hires, developing customer experience call reviews and compliance coaching and involved in projects from time to time.
- Processes and evenly ensure the distribution of work which include calls inbound/outbound online secured messages, online wire transfer requests, emails, chats and assists with BILLPAY Admin, ebanking Admin and meeting sales and member growth objectives.
- Handles all clerical tasks including but not limited to faxes, address changes, account closings, check withdrawals, schedule updates using scheduling platform, and real time monitoring for Inbound Contact Center.
- Acts as back up to Contact Center Manager, which can include but is not limited to and making decisions regarding fee refunds and other escalated issues from Representatives, and Specialist throughout credit union. Assisting with scheduling, attendance, associate performance and ensuring time service expectations are met and assisting with the development, observation and coaching of associates.
Experience Five years to eight years of similar or related experience.
Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills Able to operate a computer keyboard; able to make decisions with minimum information.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.
Work Environment In Office, able to work and be flexible within the contact center operational hours Monday through Friday 7:45 am until 6 pm and Saturdays 9am until 12 pm. Some additional hours may be required based on business needs, occasional remote work and minimal travel may be required.
What We Do:
At Radiant Credit Union, we’re building brighter futures for our members through strong financial foundations. Our products, our people, and our spaces are created to make the banking experience easy. Here, we want to know our members by name, so their journey through personal finance is personalized and genuine.
Who We Are:
In short, we’re people who care about other people. It’s a trait you’ll find in each person at Radiant that shows up in how we give back in our community, build connection in our offices, and ensure a warm and friendly environment for every member we serve. Finances can be overwhelming, and we’re a team who wants to make sure everyone has the power to shine. Join us to help make it possible.
Salary : $26 - $32