Member Advocate

About the role

Golden 1 Credit Union is a member-owned, not-for-profit cooperative committed to empowering members and uplifting communities. This role is non-exempt and reports to the Manager - Enterprise Member Experience Department.

Responsibilities

• Maintain in-depth knowledge of Golden 1 operational, products, services, and lending policies and procedures.
• Research and resolve complex member escalations serving as a subject matter expert for the credit union's service delivery channels (Branches, Contact Center, and Member Solutions).
• Instruct, direct, and provide guidance to the MSCC Phone Support Team regarding Golden 1 operations, lending policies, procedures, and systems.
• Identify trends for training, process, policy, or procedure changes to enhance the member experience.
• Develop in-depth knowledge of all back office processes to ensure timely resolution of complex member issues.
• Develop and maintain strong working relationships with key back office departments to ensure first contact resolution of issues related to member accounts, loans, products, or services.
• Monitor and report member impacting issues to the Contact Center Leadership team.
• Act in a leadership role in the absence of management.
• Meet established performance standards in phone efficiency, research/resolution, and project planning/execution in a fast-paced environment.
• Prepare general letter responses for members requested through the Contact Center.
• Complete daily administrative reports for the Contact Center as needed.
• Perform other duties as assigned.

Qualifications and Preferences

• H.S. Diploma or General Education Degree (GED)
• Some college courses in Business Administration preferred
• Three or more years at The Golden 1 (or other financial institution) progressively performing additional member service/operation/lending duties