Member Advocate I

About the Role

The Member Advocate is responsible for providing excellent member service and accurate processing of financial transactions, resolving account issues, and answering questions. They identify and suggest financial services that fit members' financial needs.

Responsibilities

• Provide prompt, professional, and accurate service to all members and associates while adhering to the member-centric service standards established by the credit union.
• Process transactions, resolve problems, and answer questions regarding account issues and credit union products and services within established authority levels and in a timely manner.
• Receive, inspect, and verify cash and negotiable instruments for deposit, accept loan payments, and perform a variety of financial transactions in accordance with established policies and procedures.
• Open new memberships, including IRAs, business accounts, fiduciary accounts, POAs, and online accounts; issue or order debit cards, explain account and ownership options, and provide counseling to meet members' needs.
• Maintain member account information and perform account maintenance, including fraud claims, loan maintenance, and decedent account maintenance.
• Interview members for loan needs, process loan applications (including pulling credit), and review debt to cross-sell credit union products and services while meeting established goals.
• Balance accounts at the end of each workday as assigned; assist with vault or cash dispenser and maintain up-to-date queues.
• Complete mandatory compliance testing and implement credit union policies and procedures required by state and federal regulations, including Bank Secrecy Act, SAR, and CTR reporting.
• Actively participate in branch and all-staff meetings to stay informed about organizational issues, promotional campaigns, policies, procedures, services, and strategy.
• Attend training and complete online learning assignments to continuously improve job knowledge and performance, providing a high level of service to members and recommending solutions.
• Participate in community relations activities to represent the credit union.
• Perform other related duties as assigned.
• Foster and maintain positive relationships with co-workers and members by actively demonstrating the credit union’s culture, known as IMPACT.

Requirements

• A high school education or GED.
• Two or more years of work experience in member service, financial services, or a similar position (preferred).

Skills

• Exceptional member service.
• Effective time management and accuracy in work, including mathematical skills and cash balancing.
• Strong professional verbal and written communication skills.
• Creative thinking abilities.
• Ability to make decisions, use judgment within proper authority levels, and take accountability for results.
• Knowledge of relevant software, including Microsoft Office products.

Physical and Mental Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to stand for long periods, sit, walk, use hands to touch, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, and talk or hear.
• Close vision and ability to adjust focus.
• Physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to deal with changing work hours and locations as needed.