Provide relationship-first financial support in our Miami contact center. Handle calls, resolve account issues, and advise on relevant products.
Member Experience Representative - Contact Center
On-Site
$23.50 - Offers Pension Plan and other excellent benefits
Miami, Florida
About the Role
This is a front-line contact center position at a federally insured financial cooperative serving a large,
diverse membership base. The Member Experience Representative (MER) is the voice of the
organization — the person members turn to when they need answers, solutions, and guidance on
their financial lives. If you lead with empathy, stay calm under pressure, and genuinely enjoy helping
people navigate financial decisions, this role was built for you.
The MER handles a full spectrum of inbound and outbound member interactions, resolves account-
related issues, and thoughtfully introduces members to products and services that fit their actual
needs. This is not a hard-sell environment — it is a relationship-first culture where doing right by the
member is the standard.
What You Will Do
Member Service & Issue Resolution
- Deliver consistent, high-quality service to current and prospective members across inbound and
outbound calls
- Handle inquiries across the full product suite: deposit accounts, consumer loans, credit cards,
mortgages, home equity products, share certificates, retirement accounts, bill pay, online
banking, direct deposit, payroll deduction, and debit/ATM cards
- Resolve member service issues with professionalism and efficiency; escalate complex or
sensitive matters appropriately
- Communicate with members and non-members in a friendly, clear, and professional manner
regardless of call complexity or emotional tone
Cross-Selling & Member Growth
- Identify opportunities to introduce members to relevant products and services — including
insurance and lending solutions — based on their individual financial situations
- Contribute to expanding the membership base through consultative, needs-based conversations
Productivity & Compliance
- Consistently meet or exceed individual and team contact center performance goals, including
metrics related to call volume, availability, handle time, and service levels
- Maintain full compliance with Bank Secrecy Act (BSA) regulations and complete all required BSA
training
- Complete special projects and additional duties as assigned by leadership
What You Bring
Experience
- 1 to 3 years of experience in a customer-facing role, preferably in financial services, contact
center operations, or a related service environment
Education
- High school diploma or equivalent required
Interpersonal Skills
- A high degree of trust, credibility, and discretion — you will regularly handle
sensitive financial and personal information
- Ability to motivate, educate, and advise members and colleagues on matters
that carry real weight in people's lives
- Comfortable communicating across all levels, from individual members to internal subject matter
experts and managers
- Culturally aware and able to engage respectfully and effectively with a diverse membership
community
Work Environment & Physical Requirements
- Primarily sedentary, indoor, climate-controlled shared workspace
- Routine computer use averaging 6 to 8 hours per day
- Occasional lifting of up to 10 lbs; ability to navigate stairs in emergency situations
- Standard office equipment operation: computer, phone, copier, calculator
- Must be available for extended hours or off-site work when requested
- Regular, reliable, and punctual attendance is essential
Mental & Emotional Requirements
- Able to work independently or collaboratively with minimal supervision
- Capable of managing multiple simultaneous priorities under deadline pressure while maintaining
accuracy and composure
- Strong verbal communication skills with the ability to convey information clearly and logically
- Exercises the highest level of discretion on confidential internal and external matters
- Performs basic mathematical calculations and demonstrates solid written comprehension skills
About ttg Talent Solutions
ttg Talent Solutions combines hands-on industry expertise with its ttg OPT technology platform to
deliver recruiting, staffing, and nearshoring solutions. With a strong presence across the United
States and Latin America and global reach, ttg supports organizations across a wide range of
industries through a personalized, professional approach to talent acquisition.
At ttg, "We believe in making a difference, One Person at a Time," ttg OPT
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