Contact Center Member Advisor (On-Site) - Kendall

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Perform all Level 1  & 2 responsibilities, plus:

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Process account closures, retention efforts, and account number changes, ensuring security and compliance with credit union policies.

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Open and close share certificates, IRAs, ensuring accurate interest calculations and compliance with federal regulations.

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Guide members through fraud claims that require account restructuring or secure solutions, including account number changes.

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Assist with specialized transactions, including stop payments, balance adjustments, and service charge disputes.

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Work closely with retention teams to proactively engage at-risk members and implement strategies to prevent account closures.

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Act as a backup for handle escalations that require in-depth analysis and resolution, ensuring positive member experiences and regulatory adherence.

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Serve as a subject matter expert (SME), mentoring Level 1 & 2 Associates and assisting with training initiatives.

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Contribute to knowledge base updates, ensuring accurate and current information is accessible to all team members.

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Act as a backup to the CC Assistant Manager, stepping in when needed to provide supervisory support and ensure operational continuity.

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Monitor and report on trends in member inquiries, helping leadership identify areas for policy updates or service enhancements.

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Take loan applications over the phone, assisting members with eligibility, documentation requirements, and application processing, particularly during peak periods or when high application volumes occur.

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Perform other duties as assigned to support the Member Contact Center’s efficiency and member satisfaction.