Job Details

Member Experience Advocate


Position will process a variety of financial transactions.  Interact with members via email, live chat, the online application system, wire transfer system, and over the phone.



  • Ability to build rapport and provide exceptional service to members while possessing the ability to work on various system platforms.
  •  Develop, implement and maintain new and existing products, services or technology that enhance our ability to drive additional usage and engagement for new and existing members.


  • Maintain in depth knowledge of all Elements products and services in order to provide members with a wide variety of product and service options.
  • Ability to identify Red Flag situations and respond appropriately.
  • Ability to identify and troubleshoot various member devices/operating systems to ensure digital excellence across multiple channels.
  • Identify unstated member needs by asking probing questions.


  • Build rapport and use relationship skills, representing Element’s in a professional manner with staff, and members.  Work collaboratively with all areas of Elements Financial.
  • Tier II Support.  Effectively partner with Loan Servicing, Fraud Department, and various other departments to resolve member concerns.
  • Work closely with Member Experience Specialist to resolve basic to intermediate technical member concerns.


  • Maintain ongoing knowledge of industry practices, products and professional growth opportunities.


Minimum Requirements:

  •       High school diploma or equivalent.
  •       Ability to evaluate the financial situation of each member to enhance their financial position. 
  •       Proven track record of meeting or exceeding service goals and standards. 
  •       Must be able to communicate clearly and professionally with members.  Strong written and verbal communication skills.
  •       Must possess technology skills to assist members across multiple electronic channels.
  •       Demonstrate a proficient use of technology tools and possess knowledge of system navigation skills.
  •       Must have 4 or more years of financial institution, customer service or technical support experience. 
  •       Strong organizational skills and the ability to follow-up as necessary.