Member Advocate Team Lead

About the role

The Member Advocate Team Lead is responsible for providing excellent member service and accurate processing of financial transactions, resolving issues, and answering questions for members and associates. The role also includes supervisory duties and assisting the manager with branch management tasks such as scheduling, coaching, and backup support.

Responsibilities

• Provide prompt, professional, and accurate service and support to all members and associates while adhering to the member‑centric service model.
• Within established authority levels, perform overrides, process transactions, resolve problems, and answer questions regarding account issues and credit union products and services.
• Receive, inspect, and verify cash and negotiable instruments for deposit; accept loan payments; and perform a variety of other financial transactions in accordance with policies and procedures.
• Open all types of new memberships, including IRAs, business accounts, fiduciary accounts, POA, and online account openings.
• Issue and order debit cards, explain account and ownership options, provide counseling to meet member needs, and obtain required documentation.
• Maintain member account information and perform account maintenance tasks such as fraud claims, loan maintenance, and decedent account maintenance.
• Interview members for loan needs, process loan applications, pull credit, review debt, and cross‑sell credit union products and services to meet established goals.
• Balance the end‑of‑day cash drawer, vault, or cash dispensers as assigned; research and resolve out‑of‑balance conditions.
• Assist with branch management, including employee coaching, branch audits, and participation in strategic organizational goals.
• Cultivate and maintain appropriate relationships with members and co‑workers.
• Complete all mandatory compliance testing and implement credit union policies and procedures required by state and federal regulations, including Bank Secrecy Act, SAR, and CTR reporting.
• Participate in branch and all‑staff meetings to stay current on policies, procedures, services, and member‑centric strategies.
• Attend training and complete online learning assignments to continuously increase job knowledge and performance.
• Maintain professional appearance in accordance with the established dress code and maintain regular, predictable attendance.
• Participate in community relation activities and groups to represent the credit union.
• Perform other related duties as required and assigned.

Skills

• Best‑in‑class, member‑centric service delivery.
• Effective time management, accuracy, and strong mathematical skills, including cash balancing.
• Resourcefulness in assisting employees, members, and prospective members.
• Strong verbal and written communication skills and creative thinking abilities.
• Ability to identify members’ banking issues and needs to promote appropriate products and services.
• Decision‑making and judgment within proper authority levels, with accountability for results.
• Promote a collaborative, cooperative, and productive work environment.
• Proficiency with Microsoft Office, Word, and Excel.

Qualifications

• High school diploma or GED.
• Three or more years of work experience in a bank or credit union in a similar position.

Physical and mental requirements

• 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.
• Detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress management, multitasking, and handling constant interruptions.
• Physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to work changing hours and locations as needed.