GTE Financial Intern - Member Care in Tampa, Florida

Job Description

POSITION SUMMARY

The purpose of the GTE Financial Internship Program is to provide a venue for student engagement and experiential learning. The intern serves in roles that provide real output and value to the organization and our members. The intern role is limited to the 2019 summer term only; select year-round internships may be available.

The dates for the internship program commence May through August 2019. Interns are expected to work full-time hours (40 hours per week) and take no more than one evening or online course. The expectation is for the GTE Financial Internship Program to be the intern’s priority for the summer term.

GTE Financial seeks to provide the best Member Experience at all times by providing Virtual options that promote self-discovery, in addition to building relationships through Community Financial Centers. A successful candidate, upon completion, should have a good understanding of all areas of Member Care and how the gap can be bridged between Virtual and other channels. This year, GTE is focused on the New Card Experience. We are changing the way our entire card portfolio is currently serviced while keeping the Member Experience top of mind. The student intern will be instrumental in helping discover and implement these solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

*Project (Main):*

  • *New Card Experience – Call Center Extended hours*

Estimated hours/days necessary for project:

  • Between 20-40 hours per week until August 2019

Project Outcomes:

  • Call center extended operation to support severed ties with PSCU and integrating off hours support with FISERV
  • Measure call reduction and experience improvement post-implementation

Project:

  • *IVR Improvements*

Estimated hours/days necessary for project:

  • Between 10-15 hours per week

Project Outcomes:

  • Up until New Card Experience, Member Care will be implementing adjustments to our IVR to better support an extended hour operation.
  • Measured Handle time, call, and Experience improvements.

Project:

  • *Alternate site/Remote workforce *

Estimated hours/days necessary for project:

  • 5-8 hours per week

Project Outcomes:

  • Help test, coordinate and schedule Advocates in remote locations.
  • Plan to have on-call representatives with our Extended hours model and potentially 24/7.

* Other Duties as Assigned:*

  • *Miscellaneous reporting improvements for Member Care*
  • Assist with process and procedure updates

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. Job duties can change at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Required Skills

Technical Skills Required:

Candidate must have completed course work that provides a basic foundation of knowledge in the following business disciplines:

  • Business management and business operations coursework (expert level not required)
  • Pursuing a degree program in business, operations, or management is a plus
  • Software skills, computer design, graphic design, user experience design a plus
  • Proficient computer and technology skills. Able to use Microsoft Office (Outlook, Word, Excel, PowerPoint), comfortable using social networking sites like Facebook and Twitter, and comfortable using mobile technology and other technological devices

KNOWLEDGE SKILLS AND ABILITIES REQUIRED

  • Ability to lead a team or manage a project
  • Ability to present a professional image when working with Management, as well as in professional associations and other external interactions on behalf of GTE Financial
  • Ability to work independently and as a team member while using discretion in decision making and sound judgment in problem solving
  • Excellent oral and written skills
  • Ability to handle various projects and priorities simultaneously
  • Positive attitude and a team player philosophy
  • Ability to effectively manage conflict and adversarial situations

PHYSICAL REQUIREMENTS

  • Additional hours as necessary to accomplish objectives and goals
  • Ability to lift up to 25 pounds
  • Vision (or corrected) to normal range
  • Ability to stand for long periods of time Required Experience

EDUCATION/EXPERIENCE and OTHER REQUIREMENTS

  1. High school diploma or equivalent.
  2. Must submit a cover letter, resume, transcripts, and provide 3 references.
  3. Demonstration of extra-curricular and community service activities
  4. Currently enrolled as a sophomore up to graduate college level with at-least part-time status

Tracking Code: 1589-706

Job Location: Tampa, Florida, United States

Position Type: Intern