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About the Role:

At Unitus, each employee has an opportunity to make a difference for our members. The Lead e-Communication Member Advocate provides collaborative leadership and expert support to remote services employees, focusing on ongoing training in sales, service, and procedures. This role serves as a daily resource for routine questions, clarifications, approvals, escalations, and technical issue resolution, ensuring team members are equipped to deliver consistent, high-quality service.

As a subject matter expert, the Lead is proficient in organizational procedures and empowers team members by providing direct answers and teaching them how to independently find solutions. The position delivers a full range of financial services and support to internal and external members through virtual channels, including chat, video, phone, and e-commerce platforms.

This role is instrumental in retaining existing member relationships and fostering new ones by identifying member needs and recommending appropriate products and services. The Lead maintains up-to-date knowledge of procedures, promotions, and offerings, and consistently cross-sells solutions aligned with member goals.

With a strong written presence, the Lead ensures all member correspondence reflects professionalism, empathy, and accuracy. They respond promptly and effectively, adhering to established etiquette standards and maintaining impeccable grammar and personalization to enhance the member experience.

The Lead works collaboratively within the team to share knowledge, solve problems creatively, and support a culture of continuous improvement—ensuring every interaction contributes to our commitment to unparalleled service – the kind that creates the Unitus difference. Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents. 

Primary duties:

• Deliver exceptional member support across multiple channels by resolving complex issues, collaborating with internal and external partners, and handling escalations, overrides, and technical troubleshooting with precision and professionalism.
• Promote financial well-being by recommending relevant products and services, maintaining deep knowledge of offerings, and leveraging technology to efficiently process transactions and enhance the member experience.
• Act as a digital banking expert, assisting members and colleagues with complex technical issues related to online and mobile platforms, while ensuring secure and seamless access to digital services.
• Support team development and operations by providing training, sharing procedural updates, offering guidance, and occasionally stepping into lead roles to drive departmental and organizational success.

As an ideal candidate, you will have: 

• Requires a minimum of 3 years of experience in a credit union or banking that includes experience in complex product and service support or a combination 

Our Benefits

Maintaining wellness and work/life balance is an important part of the Unitus culture. Our benefits are a reflection of this commitment. 

• Medical + Dental + Vision
• Flexible Spending Accounts + HSA
• Employees accrue up to 15 days of Paid Time Off (PTO) during their first twelve months of employment
• Unitus recognizes 12 paid holidays per year
• 401(k) Retirement Savings  
• Annual Incentives (*eligibility dependent)
• Employee Assistance Plan
• Tuition Reimbursement
• Student Loan Debt Repayment
• Transit & Parking benefits
• Paid Volunteer Time Off

What’s it really like to work here? 

We are a people-focused organization that places an emphasis on culture. Unitus is local, successful, and committed to continuously improving and growing!

Unitus Community Credit Union (Unitus) is an equal opportunity employer. We are dedicated to a policy of non-discrimination in employment based on race, color, age, sex, religion, veteran status, national origin, sexual orientation, disability or any other classification protected by applicable federal, state or local law. Applicants may request reasonable accommodation to participate in the application process.