Senior Member Experience Advocate

Come join our GTE Financial team!

We are looking for an individual who is a problem solver that is customer focused for a Sr. Member Experience Advocate. The Member Care Team is an empowered group of employees actively engaged in their growth and development, their department, their organization, and their community. The team takes ownership and accountability for creating an environment that drives innovation to deliver a remarkable member experience. Each employee is an owner of this experience and is committed to its success.

What does GTE look for in a Member Experience Advocate?

Experience:

• Manages inbound and outbound calls  
• 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.

Operational:

• Adheres and remains updated on all Member Care and credit union procedures and policies.
• Ability to master all tasks associated with the Member Care Call Center.
• Commit to achieving individual, team, and organization goals.
• Communicate with the leadership team consistently.
• Engages in the team, organizational, and community initiatives.
• Responsible for completing all required training promptly.
• 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).

Essential Functions:

• Expert navigation in our core systems.
• Handles various complex contacts with extended research and documentation review required.
• Resolves routine and advanced member inquiries such as BillPay, Zelle, Virtual Product technical support, IRAs/HSAs, Share Certificates, and Tax documents through inbound and outbound calling.
• Expert functions of all GTE Services, including Mobile Pay, GTE Cards App, Online Banking, and Mobile App.
• Provides detailed feedback on experience improvements, processes, and procedures to leadership and our internal knowledge base.
• Knowledge of all Member Care Call Center functions.
• To better serve our members, must be knowledgeable of all member-related forms.
• Consistently provides first call resolution and an exceptional member experience on every call.

Required Qualifications:

• High school diploma or equivalent. Some colleges preferred.
• Minimum 1-3 years' experience or combination of education and experience Previous customer service, banking, and/or call center experience required.

Position Details:

• Location:  Downtown Tampa – GTE Headquarters
• Department Hours:  Monday– Saturday (7:00 am to 8:00 pm) // Saturday (9:00 am to 1:00 pm)

• Remote Florida - Must live within a commutable distance of Tampa Downtown HQ and within the GTE branch footprint.

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

The position is defined as remote in nature and may be changed at any time by management with appropriate notice, if possible.

Required for Remote:

• 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.
• Candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team.

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the employer.