Member Relationship Advocate

About the role

Act as the primary point of contact for local and non-local members who reach out to the Credit Union via phone, chat, or email. Open depository accounts, service current accounts, refer mortgages, consumer loans, and investments. Take applications for lending products and educate members and potential members about all Credit Union products in accordance with the Credit Union's member service model. Ensure work is performed accurately and in a manner consistent with the Credit Union's mission to provide members with quality financial services in a friendly, personal, and professional manner. Actively contribute to the achievement of branch sales and service goals.

Responsibilities

• Correspond with members through phone, email, online chat, and written communication while maintaining excellent member service standards.
• Actively seek and make lending, investment, and mortgage referrals.
• Meet or exceed established sales, balancing, and member service goals.
• Seek and maintain an understanding of loan products, review members’ relationships, and communicate products that could meet their needs.
• Take loan applications upon request or solicitation and forward them to a Member Enhancement Advocate or directly to underwriting.
• Route calls and emails to appropriate departments and branches throughout the Credit Union as needed.
• Respond to member inquiries regarding the operation of depository and loan accounts, access to services, adding or changing service features on various accounts, and assisting members in making the most effective use of service offerings, including:
  • Responding to account balance, transaction inquiries, and rate shopping requests.
  • Processing a variety of transactions including account transfers, cashier's check requests, and loan payments.
  • Opening new memberships/accounts, as well as closing accounts.
  • Processing check orders.
  • Researching and responding to fee refund requests.
  • Utilizing Transaction Warehouse to research ACH deposits and rejected payments.
  • Placing stop payments on drafts.
  • Performing opt-in maintenance of checking accounts.
  • Utilizing dSave and CorpOne to research statement and check copies.
  • Providing information about wire requests or rejections.
  • Requesting account adjustments to correct errors on accounts.
• Perform maintenance and research on Visa Check Cards, including:
  • Issuance of cards and/or PINs.
  • Activation.
  • Blocking/Unblocking cards.
  • Velocity limit increases.
  • Researching card declines.
  • Providing travel notifications.
• Perform maintenance and research on Visa Credit Cards, including:
  • Issuing replacement cards.
  • Activation.
  • Verifying suspected fraudulent transactions.
  • Blocking/Unblocking cards.
  • Researching card declines.
  • Making payments.
  • Performing temporary credit line increases.
  • Providing travel notifications.
  • Performing address changes.
  • Researching statement and transaction history.
• Assist members with electronic paperwork, including:
  • Address changes.
  • Fraud and Dispute paperwork for Visa Credit Cards, drafts, and ACH transactions.
  • ATM Complaint or Loss Affidavit.
  • Internal Transfers.
  • ACI Authorizations.
  • Stop Payment for ACH and drafts.
  • Wire Requests.
• Be experts in member banking technology, including:
  • Online Banking.
  • Touch Tone Teller.
  • Text Message Banking.
  • Mobile Banking.
  • Finance Works.
  • Account-to-Account Transfers.
• Operate CRT terminal to accurately post transactions, open and service accounts, access account information, and update member account information.
• Promote a favorable image of and goodwill for the Credit Union in the community.
• Other duties as assigned by management.

Requirements

• Bachelor’s degree preferred; however, an extensive financial institution background may be substituted.
• Minimum of one (1) year experience in retail lending sales, with a proven track record of meeting goals, preferably in the origination/servicing of consumer loans at a financial institution.
• Intermediate level computer proficiency/keyboard skills and knowledge of loan origination software is required.
• Must either transfer or obtain a Nationwide Mortgage Licensing System & Registry (NMLS) number to comply with lending guidelines and regulations regarding home equity products.

Skills

• Ability to read and interpret documents such as credit bureau reports, debt-to-income ratio reports, technical procedures, government regulations, and policy and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively with borrowers and other partners of the organization.
• Mathematical skills to solve practical problems and deal with variables in situations with limited standardization, including the ability to add, subtract, multiply, and divide in all units of measure, compute rates, ratios, and percents, and interpret bar graphs.
• Reasoning ability to solve practical problems and interpret a variety of instructions furnished in written form, including government regulations.
• Proficiency in using the Credit Union's computer system for input/output transactions, including retrieval of information, printing statements, inputting data, updating information, and general maintenance of financial records.
• Ability to utilize software programs such as Excel, Word, and Outlook.
• Ability to operate standard office machines such as photocopiers, fax machines, and personal computers.
• Strong interpersonal and communication skills, with the ability to persuade and influence others.
• Excellent telephone sales personality skills.
• Ability to work in a fast-paced, self-directed environment.
• Skills in building trust, valuing others, communicating effectively, driving execution, fostering innovation, focusing on the member, collaborating with others, solving problems creatively, being assertive, managing time effectively, and demonstrating high integrity.

Physical Demands

• Regularly required to use hands to finger, handle, or feel objects, tools, or controls, and talk and hear.
• Frequently required to walk and sit.
• Occasionally required to stand, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
• Must occasionally lift and/or move up to 50 pounds.

Mental Demands

• Frequently required to use alertness, precision, resourcefulness, problem-solving, numeric ability, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, and visual perception.

Work Environment

The noise level in the work environment is usually quiet to moderate.