Andrews Federal Credit Union

Advisor

• Provide member support through phone, chat, computer audio, and video
• Enhance new and existing members' virtual experience through timely communication and troubleshooting
• Respond to inquiries, manage complaints, troubleshoot service problems, and provide general information
• Comply with credit union policies, procedures, regulatory requirements, and security protocols
• Maintain departmental and organizational CSAT service standards
• Establish and maintain member relationships through virtual channels
• Research, identify, and resolve member complaints
• Support enrollments for Virtual Branch products and services
• Retain, import, scan, and quality-control Virtual Branch documents in core systems
• Respond to member and staff requests concerning virtual banking services and transaction problems
• Collaborate with departments and staff to strengthen member relationships
• Serve as a subject matter expert on Andrews Federal Credit Union products and services, especially live chat and outsourced call center partnerships
• Recognize, guide, and promote credit union products and services
• Perform other duties as assigned

Member Advisor I