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Tropical Financial Credit Union · 3 weeks ago

Member Engagement Digital Advisor

United States

Full-time

Remote

Mid Level

3+ years exp

Tropical Financial Credit Union is dedicated to guiding members through the financial marketplace. The Member Engagement Digital Advisor plays a crucial role in providing quality support to members via online and mobile banking services, assisting with account management, and cross-selling products.

BankingFinanceFinancial ServicesNon Profit

Responsibilities

Support members and staff by phone or electronically with all services offered in Online and Mobile Banking

Outbound calling to onboard new Members

Open Online accounts, ensuring applicant meets membership criteria, all documentation is complete

Cross–sell Credit Union products and services

Identify and resolve Member issues

Meets commitments to Members

Follow-up with Members as outlined in the internal service standards

Initiate and/or assist with sales calls for new deposit / loan business

Quote product rates

Processes non-cash transactions such as transfers, withdrawals, loan payments, etc

Maintain and update tracking reports

Cross Train to back up the Digital Banking Coordinator to support Online and Mobile Banking as well as Online applicants

Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Net Promoter Score survey; annual goals are established through the Performance Management Process

Support and provide superior service via phone, fax or email as a receiver and caller

Use questioning and listening skills that support effective telephone communication

Use an effective approach to handle special telephone tasks like call transfer, taking messages, call backs, holds, interruptions, and unintentional disconnects

Understands the impact of attitude in handling calls professionally

Effectively deal with job stress, angry callers, and upset members

Use the most appropriate way to communicate with different behavior types on the telephone

Apply the elements of building a positive rapport with different types of members over the phone

Apply the proper telephone etiquette to satisfy various member situations

Apply appropriate actions to effectively control a telephone call

Identify voice skills and how to enhance a good telephone presentation

Display Time flexibility towards shifts as per work requirements

Seek opportunities for process improvement to better enhance the Member experience

Ensure compliance with Credit Union policies and procedures and with State and Federal regulations

Ensure total data / document / reporting integrity

Knowledge of MS Word, Excel and Outlook

Manage Member workload / workflow

Recommend service / delivery enhancements

Attend educational / training seminar

Recommend improvements to procedures

Provide telephone coverage as required

Maximize office and data security

BSA Compliance: every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department

In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments

Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required

Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act

Comply with all TFCU policies and procedures to ensure compliance with such regulations

Performs related duties as required with or without accommodation

Qualification

Online Banking ServicesCredit Union KnowledgeSales SkillsProblem SolvingMicrosoft OfficeInterpersonal SkillsTime ManagementAnalytical SkillsBilingual (English/Spanish)Organizational SkillsTeamwork