Andrews Federal Credit Union is a member-owned banking and financial services cooperative serving individuals, businesses, and U.S. military communities. Its offerings include deposit accounts, certificates, credit cards, personal and auto loans, mortgages, home equity financing, business banking, commercial lending, investment and insurance services, and digital banking tools. Founded in 1948, the credit union serves members in Washington, D.C., Maryland, Northern Virginia, New Jersey, and select overseas military locations, with a focus on accessible financial resources and community-oriented programs.
Member Advisor I - Andrews Federal Credit Union (Hybrid)
Support Andrews Federal Credit Union members through phone, chat, audio, and video channels. Resolve virtual banking issues while helping members access relevant credit union products and services.
Description
- Assist members by phone, chat, computer audio, and video.
- Improve virtual banking experiences through responsive communication and issue resolution.
- Answer questions, handle complaints, diagnose service issues, and share general information.
- Follow credit union policies, procedures, regulatory obligations, and security controls.
- Meet departmental and organizational CSAT service expectations.
- Build and sustain member relationships through digital service channels.
- Investigate, identify, and resolve member complaints.
- Help members enroll in Virtual Branch products and services.
- Retain, import, scan, and quality-check Virtual Branch documents in core systems.
- Handle member and employee requests involving virtual banking services and transaction issues.
- Work with internal departments and staff to strengthen member relationships.
- Act as a subject matter resource on Andrews Federal Credit Union products and services, including live chat and outsourced call center partnerships.
- Identify member needs and explain and promote relevant credit union products and services.
- Complete additional responsibilities as assigned.
Requirements
- High school diploma or GED.
- At least 1–2 years of experience in a financial services call center, including familiarity with credit union platforms, systems, and applications.
- Experience with credit union or financial institution share and loan products and/or member service.
- Proficiency with Microsoft Office, banking information systems, and applicable video conferencing tools, including CRM, Desktop, and Glia.
- Comfort appearing on camera and communicating through video conferencing.
- Strong verbal, nonverbal, communication, and presentation skills.
- Working knowledge of English structure, content, spelling, composition, grammar, and comprehension of job-related documents.
- Ability to remain seated at a desk and computer for extended periods.
- Ability to lift up to 20 pounds.