Member Advocate

Overview

The Member Advocate I will deliver extraordinary service while accurately and efficiently processing a variety of cash and inquiry transactions for members while adhering to applicable policies and procedures. The Member Advocate I will proactively suggest appropriate products and services to help members better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

• Exceptional service will be provided by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.
• Products and services are proactively recommended based on member needs. Asks open‑ended questions to uncover additional opportunities to save members money and/or time.
• Operate within the acceptable ranges of balancing and quality work parameters, while maintaining a high level of member service.
• All activities are efficiently conducted, generally error‑free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. (i.e. security, member identification and fraud prevention).
• Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures. Manager approval required for any exceptions.

• Must have a High School Diploma or equivalent.
• Encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation.
• Must have the ability to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment to include cash handling and member service preferred.
• While performing the duties of this Job, the Member Advocate I is regularly required to stand; use hands to handle, or feel; reach with hands and arms and talk or hear.
• The employee is frequently required to walk and sit. The employee is occasionally required to climb, balance and stoop, kneel, or crouch.
• Employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

• Member Focus (internal and external):
  Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, and responds to internal members.
• Dependability:
  Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Integrity/Ethics:
  Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

• Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values.