Call Center/ Member Engagement Advisor

Are you passionate about delivering exceptional customer service and fostering meaningful relationships? At CommonWealth One Federal Credit Union, we’re dedicated to creating an outstanding member experience, and we’re on the lookout for a dynamic Member Engagement Advisor to join our vibrant team. In this role, you’ll be the key to building strong connections with our members, understanding their needs, and helping them achieve their financial goals. If you’re a proactive problem-solver with a genuine commitment to making a difference, we’d love to hear from you. Come be a part of a Credit Union that values innovation, teamwork, and personal growth!

Employment Type: Full-Time

Hours of Operation:  Monday-Friday: 9 am - 5:30 pm; Saturday 9 am - 12:30 pm.

Location: 42 Terri Dr, Harrisonburg, VA 22802

(ONSITE position during Onboarding/ Training period, Hybrid work model after successful completion of both).

Responsibilities

• Answer calls, greet and welcome members in a courteous, professional, and timely manner, providing accurate and handling member transactions efficiently.
• Provide product and service information to existing members and prospective members. Anticipate and recognize member issues, complaints or problems and facilitate the resolution of these issues.
• Identify cross-sell opportunities and cross-sell products and services to members.  
• Assist in meeting department promotional goals including First Mortgage & Investment referrals.
• Perform administrative tasks to complete member transactions. Follow-up with member and internal department team members as needed.
• Conduct outbound calling to follow up on new member accounts and/or acquire new member loan business.
• Ensures compliance with all applicable federal regulations, including the Bank Secrecy Act, Security, OFAC and the SAFE Act.

Performance Expectations

• Meet assigned goals. Recommend Credit Union products and service solutions to members that will help our members’ financial life to be better.
• Perform functions efficiently, effectively, and accurately and in accordance with established policies, standards, and security procedures. Adhere to and uphold all written policies and procedures of the Credit Union, including BSA/CIP and OFAC monitoring and reporting, security operation and personnel policies.
• Reports and records are accurate, complete, and timely.
• Cooperative and positive attitude towards members and Credit Union team members.
• Supervisors are appropriately informed of department activities.
• The Credit Union’s professional reputation is maintained and conveyed. Professional appearance and demeanor are maintained.
• Dependable record of attendance and timeliness.
• Demonstrate the Credit Union’s Core Values and Cultural Beliefs.

Education & Experience

• One year to three years of related work experience within a Call Center in retail sales and/ or financial services environment.

• High school education or GED, required.

• Branch experience for a financial institution, preferred.

Skills & Abilities

• Consistent excellent customer service skills.
• Strong written, verbal and interpersonal communication skills.
• Problem solving and conflict resolution capabilities.
• PC skills (including Microsoft Office and banking platforms).

Other Pertinent Information

• Regular and satisfactory attendance required.
• Maintain an acceptable personal credit history and be bondable.

***CommonWealth One Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, CommonWealth One Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***