Member Advocate El Reno

Overview

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Full-time Regular El Reno, El Reno, OK, US

3 days ago Requisition

• 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, and conducting information inquiries.
• Listen actively to understand and answer members’ questions/concerns, and offer guidance to appropriate products and services. Proactively identify and refer members to appropriate, qualified products and services that will save time and money or provide peace of mind. Look for ways to enhance members’ relationships by building trust and confidence.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed (e.g., security, member identification, fraud prevention). Report gaps in policies, procedures, and controls to leadership to mitigate member impact and risk.
• Prepare and verify official checks and money orders. Balance assigned cash drawer during and at the end of each workday.
• Perform miscellaneous duties such as end-of-day activities, filing, answering phones, maintaining supplies, etc.
• Provide exceptional service by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards.
• Proactively recommend products and services based on member needs. Ask open-ended questions to uncover opportunities to save members money and/or time.
• Work within acceptable ranges of balancing and quality work parameters while maintaining a high level of member service.
• Ensure activities are conducted efficiently, generally error-free, and follow appropriate policies, procedures, operating controls, and compliance controls (security, member identification, fraud prevention).
• Control and mitigate losses, errors, and risks by adhering to all applicable policies and procedures. Manager approval required for any exceptions.
• Work according to schedules and department attendance guidelines. May provide coverage at other Member Relationship Centers as needed.
• Perform other duties as assigned.

• Must have a High School Diploma or equivalent
• Encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation
• Must be able 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 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, 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
• Behavioral Competencies
  :
  Behavioral competencies are the skills and personal characteristics needed to be successful in this position.
• Core Competencies
  :
  Core competencies are consistent for all positions across the organization and aligned with WFCU’s core values.
• Member Focus (internal and external):
  Build member confidence, increase member satisfaction, set achievable expectations, solve member problems, meet commitments to members, solicit opinions and ideas from members, and respond to internal members.
• Dependability
  :
  Meet commitments, work independently, accept accountability, handle change, set personal standards, stay focused under pressure, and meet attendance/punctuality requirements.
• Integrity/Ethics
  :
  Deal with others honestly, be accountable for actions, maintain confidentiality, support company values, convey good news and bad.
• Job Specific Competencies
  :
  Requires a well-rounded and level-headed individual who remains composed in various situations. The following stand out…