Member Advocate II

Overview

Title: Member Advocate II
Salary Grade: Non Exempt
Reports to: Member Relationship Manager
Department: Member Relationship Center
Supervised Staff: 0
Mobile Device Eligible: No
Laptop Eligible: No

The Member Advocate II delivers extraordinary service while encouraging members and nonmembers to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate II proactively suggests 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.

• 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. Open and maintain IRA and trust accounts, and 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, and make 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 cashing checks, receiving deposits and payments, processing withdrawals, and conducting information inquiries.
• Proactively identify qualified referrals for members that will save time and money and provide peace of mind.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed; report gaps in policies, procedures, and operating controls to leadership to mitigate member impact and risk.
• Assist in vault duties and perform other duties as assigned.

• Exceptional service 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.
• Operate within acceptable balancing and quality work parameters while maintaining a high level of member service.
• All activities conducted efficiently, with minimal errors, following applicable policies, procedures, controls, and compliance requirements (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.
• Work according to schedules and department attendance guidelines; coverage at other Member Relationship Centers may be required.

• High School Diploma or GED required.
• At least 6 months in the retail financial services industry required.
• Strongly encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation.
• Previous supervisory skills are preferred but not required.
• Must be familiar with member experience operations and able to learn/use a variety of software applications such as Microsoft Office and the credit union’s core processing systems.
• Physical ability to walk and sit; may occasionally lift and/or move up to 50 pounds.

• Core Competencies: Member Focus;
  Dependability;
  Integrity/Ethics. Demonstrates member focus, reliability, accountability, and ethical conduct in interactions and decision-making.
• Job-Specific
  
  Competencies:
  
  Job Knowledge;
  Productivity;
  Quality;
  Interpersonal Skills. Maintains job knowledge, manages workload effectively, ensures accuracy and attention to detail, and communicates well with others.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to see details at a close range and may be required to lift up to 50 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level is usually moderate.

WEOKIE does not discriminate on the basis of protected status, marital status, political belief, or any other status protected by…