GTE Financial ยท 3 weeks ago
Member Experience Advocate - Onscreen Teller
United States
Full-time
Remote
Entry Level
1+ years expGTE Financial is seeking a Member Experience Advocate I to join their team. This role focuses on providing exceptional customer service by managing member inquiries and supporting their needs through effective communication and problem-solving. The advocate will also engage in team and community initiatives while adhering to compliance regulations.
Financial Services
Responsibilities
Manages inbound calls and/or virtual teller sessions
Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
Ability to refer quality loan referrals based on member needs resulting in a higher level of member engagement
Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution
Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude
Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization
Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking
Adheres and remains updated on all Member Care and credit union procedures and policies
Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II
Commit to achieving individual, team, and organizational goals
Communicate with the leadership team on a consistent basis
Engages in the team, organizational, and community initiatives
Responsible for completing all required training in a timely manner
Maintains current knowledge of all applicable compliance rules and regulations through assigned training
Working knowledge of Word, Excel, and Explorer; 10 key skills
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act
Bilingual preferred (English/Spanish)
Qualification
Required
High school diploma or equivalent from an accredited institution. Some college preferred
Minimum 1-3 years' experience or combination of education and experience. Previous customer service, banking, and/or call center experience required
Manages inbound calls and/or virtual teller sessions
Resolves fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
Ability to refer quality loan referrals based on member needs resulting in a higher level of member engagement
Gather information, analyze facts, and educate members on appropriate products/services to provide a one-point resolution
Ready to support members and team by being timely, prepared, and ready to assist members by delivering a great experience with a positive attitude
Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization
Demonstrate proficiency and be knowledgeable about technology with the ability to quickly learn and access products through virtual banking
Adheres and remains updated on all Member Care and credit union procedures and policies
Ability to learn additional tasks through training and/or knowledgebase to advance to Member Experience Advocate II
Commit to achieving individual, team, and organizational goals
Communicate with the leadership team on a consistent basis
Engages in the team, organizational, and community initiatives
Responsible for completing all required training in a timely manner
Maintains current knowledge of all applicable compliance rules and regulations through assigned training
Working knowledge of Word, Excel, and Explorer; 10 key skills
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, and Right to Financial Privacy Act, and the Bank Bribery Act
A quiet workplace so you can focus on delivering excellent service to our members
Some positions will require performance standards to be met to qualify for alternative work arrangements
Required to have power and high-speed internet over 100MB (minimum)
Video capability (connection of 1.5 Mbps up and down recommended)
Candidates must provide and meet all technical requirements prior to the first day of training
Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed
Preferred
Bilingual preferred (English/Spanish)
Company
GTE Financial
GTE Financial is locally owned and operated financial institutions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brad Baker
EVP/CFO
Dona Svehla
Sr. Vice President, Chief Lending Officer
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