Member Advocate III

Title:

Member Advocate III (Sr. Counselor) Revised: 05/04/2025

Salary Grade:
Non Exempt

Reports to:

Member Relationship Manager

Department:
Member Relationship Center
# Supervised Staff: 0

Mobile Device Eligible:
No
Laptop Eligible:
No

• Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.
• Accurately process new accounts for new and existing members and perform maintenance on members' accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing.
• Ask open‑ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports as well as making outbound calls to increase member engagement.
• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries.
• Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.
• Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures and operating controls to leadership to ensure member impact and risk is mitigated.
• Assists Member Relationship Center leadership with training, operations, vault responsibilities. Ensures employees perform in a safe and sound manner and deliver an extraordinary service experience for all members. Responsible for Member Relationship Center operations in absence of manager or assistant manager.
• Performs other duties as assigned.
• Assigned expectations and objectives, as identified in the Success Plans, are met and/or exceeded.
• Management and employees are assisted as needed, contributing to a "team" atmosphere.
• All WFCU policies and procedures are followed and guidelines are consistently applied and maintained. Operate within the acceptable ranges of the balancing and quality of work parameters.
• 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.
• Work according to schedules and department attendance guidelines. Need may arise whereby this position may provide coverage at another Member Relationship Center.

• High School Diploma or GED required.
• At least 6 months in the retail financial services industry is required.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
• Previous supervisory skills are preferred but not required (this is an entry‑level supervisor position).
• Must be familiar with member experience operations.
• Must be able to learn and use a variety of software applications such as Microsoft Office and the credit union's core processing systems.
• The employee is frequently required to walk and sit. The employee is occasionally required to climb, balance, stoop, kneel or crouch.

• 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…