PT Member Advisor - Burke

N 70%   Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers                    problems that are beyond their authority to their supervisor, along with their recommendations.

N 10%   Identifies cross-sell opportunities and cross-sells services to members.

N 5%     Assures that appropriate records are maintained and required reports are prepared.

N 5%     Acts as liaison between members and various departments.

N 5%     Maintains member account information on computer system.

N 5%     Performs other related duties as assigned.

Performance Measurements:

1. To provide accurate, prompt, courteous, friendly, timely and professional service to all customers (assists customers in the lobby within X minutes, respond to correspondence within      X day(s), answer telephone within X rings, responds to messages within X hours).

2. To assist an average of XXX customers per month.

3. To process customer transactions with no more than X% errors.

4. To develop knowledge and skill in Customer Service areas.

5. To troubleshoot and resolve customer and internal inquiries in a timely, friendly and accurate manner.

6. To maintain a dependable record of attendance and timeliness.

7. To sell a minimum of XX to XX new products per month.

Knowledge and Skills:

Experience    One year to three years of similar or related experience.

Education      A high school education or GED.

Interpersonal Skills     Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills    Able to operate a 10 key calculator, typewriter and computer keyboard.

Physical

Requirements

Work Environment