Member Engagement Advisor III

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Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace for over FIVE years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace . The Member Engagement Advisor III position is responsible for providing quality member-focused service via inbound and outbound telephone calls and written member communications including email, text and chat by processing transactions and maintenance of member accounts, cross-selling of Credit Union products and services, ensuring adherence to policies, procedures, security, and compliance. Accomplishes first call resolutions by providing information to members and potential members in an accurate and efficient manner, answers questions and inquiries, troubleshoot problems, handle complaints. Advisors establish rapport with members and foster loyalty and trust while offering guidance on products and services and helping navigate any problems members encounter.

This position is responsible for assisting the members and potential members with their financial needs, opening new accounts, inputting credit cards and consumer loan applications, processing account transactions, resolving problems, providing account information and cross-selling services and products to meet the member's needs.

Serves as an escalation point to call resolutions by providing information to members/potential members in an accurate and efficient manner, answers questions and inquiries, troubleshoot problems, and handle complaints.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process.
• Meet all sales goals as defined in the individual's performance appraisal {where applicable}.
• Employee applies policies, procedures and follows job aides applicable to the job.
• Produces acceptable standards adhering to established goals set by management.
• Maintains an accurate records of each transaction and balances work daily.
• Promote, describe, listen, and actively cross-sell credit union products and services based on member needs obtained from member interviews (using the Integrity Solutions - The Member Advantage AIDINC process) and reviews of the member's account.
• Interacts well with co-workers and members to provide account and service information to fulfill needs.
• Acts as subject matter expert in Member Services, all products and services including special accounts, Debit Cards, and Credit Cards, Online/Mobile Banking and Bill Pay or any other related system.
• Provides support and assistance with escalated requests for Online/Mobile Banking, Bill Pay or any other related system.
• Resolves member problems received via multiple media channels including but not limited to: voice, email, and chat, text, written and in-person. Provides correspondence to members and vendors to provide efficient member service.
• Acts as a source for escalated issues, staff member questions, staff member training, peer coaching and peer mentoring.
• Provides support and assists with CRM activities (internal requests/tickets) and requests submitted by outsources calls vendor.
• Assists will opening new accounts and related functions
• Completes various administrative and operational tasks as assigned.
• Primarily responsible for working various ticket requests from LSI and Activity Manager and following up to ensure task completion.
• Maintains acceptable attendance record and follows established work and break periods

BSA Compliance : Every employee is required to uphold the Credit Union's compliance with the Bank Secrecy Act (BSA) and anti-money laundering (AML) policies and procedures.

• This role takes 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.
• Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
• Knowledgeable of BSA, Customer Identification Program (CIP), 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.

We offer Excellent Benefits such as:

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of Credit Union or banking related products and services preferred.
• Proven organizational, critical thinking and analytical skills, and display the ability to analyze financial data related to the members and potential members.
• Excellent interpersonal and communication skills and display a strong ability to multi-task and adapt in a face paced environment.
• Participate in teamwork, as well as, the willingness and ability to learn new tasks and duties within a changing and work in a high volume, fast-paced work environment.
• May participate or serve as a lead in a project for the sake of continuous improvement.
• Ability to prepare reports with detailed feedback, and add notes in members' records as needed Must possess above average time management, problem-solving and prioritization skills
• Display a high degree of motivation, initiative, collaboration and actively interact and be an engaged team player
• Strong technical abilities to learn and effectively conduct transactions on member database, interact and communicate with enterprise communication systems, e.g., phone calls, messaging, email, text, chat, etc.
• Attention to Detail to read and interpret documents such as policy, procedure manuals and job-aides and provide recommendations for improvement when necessary.
• Ability to apply math principles to transactions, and any other related activity.
• Ability to work independently, display initiative and flexibility, with work with minimal supervision and meet deadlines in an organized and timely fashion.
• Ability to ensure minimal to no errors are made while handling their job functions and mitigate fraud and adhere closely to security standards of operation. Ability to review others work to ensure compliance and adherence to policies, and procedures.
• Exhibit high degree of professionalism and confidentiality in handling and accessing to sensitive information.
• Must have working knowledge of computers, strong administrative, operational and sales skills and must have practical knowledge of MS Office, Outlook, Excel and Word to compile data and write reports.

Education and/or Experience

• High school education or equivalent required, four year bachelor's degree in business preferred; will consider experience in lieu of education.
• Five or more years' experience in banking or related financial services environment in a customer service or a branch role.
• Practical knowledge of key banking skills, money handling, transactions, banking operations and compliance required.
• Knowledge of banking systems preferred, including products and services, handling online/digital transactions, and telephone transactions with the ability to troubleshoot and escalate issues as needed is preferred.
• Must have three or more years' experience as a lead customer/member service representative, providing feedback and coaching and evaluating adherence to goals to meet or exceed performance standards.

Physical Demands: 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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.