Member Advocate

Overview

The Member Advocate Iwilldeliverextraordinaryservicewhileaccuratelyandefficientlyprocessingavarietyof cash and inquiry transactions for members while adhering to applicable policies and procedures.

The Member Advocate I willproactivelysuggestappropriateproductsandservicestohelpmembers better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.
  
  Accuratelyprocesstransactionsformembers,includingbutnotlimitedto, cashing checks,receivingdepositsandpayments,processingwithdrawals,conducting information inquiries.
• Listen actively to fully understand and answer members’ questions/concerns, and offer guidance to appropriate products and services.
  
  Proactively identify and make appropriate,qualifiedreferralsformembersthatwillsavethemtime,moneyand/or providepeaceofmind.
  
  Lookforwaystoenhancemembers’relationshipsbybuilding trustandconfidence.
• Ensuresproperpolicies,procedures,riskmitigationactivities,andoperatingcontrols are followed. (i.e. security, member identification, fraud prevention, etc.). Reports gaps in policies, procedures and operating controls to leadership to ensure member impact and risk is mitigated.
• Preparesandverifiesofficialchecksandmoneyorders.
• Balanceassignedcashdrawerduringandattheendofeachworkday.
• Performmiscellaneousdutiessuchasendofdayactivities,filing,answering phones, maintaining supplies, etc.
• Exceptional service will be provided bybeingknowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.
• Productsandservicesareproactivelyrecommended based on member needs. Asks openended questions to uncover additional opportunities to save members money and/or time.
• Operatewithintheacceptablerangesofbalancingandqualityworkparameters,while maintaining a high level of member service.
• All activities are efficiently conducted, generally error free, and are completed following the appropriatepolicies,procedures,operationalcontrols,andcompliancecontrols.(i.e.security, member identification and fraud prevention).
• Losses,errors,andrisksarecontrolledandmitigatedbyadheringto all applicable policies and procedures. Manager approval required for any exceptions.
• Workaccordingtoschedulesanddepartmentattendanceguidelines.
  
  Needmayarisewhereby this position may provide coverage at other Member Relationship Centers.
• Performotherdutiesasassigned.

• Musthavea High School Diplomaorequivalent
• Encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation
• Mustbeabletolearnandapplyavarietyofsoftwareapplications.
• Musthaveaccuratekeyboardingskills.
• Priorexperienceinaretailserviceenvironmenttoincludecashhandlingandmemberservice preferred.
• Whileperformingthedutiesofthis Job,the Member Advocate Iisregularlyrequiredtostand;usehands to handle, or feel; reach with hands and arms and talk or hear.
• Theemployeeisfrequentlyrequiredtowalkandsit.
  
  Theemployeeisoccasionallyrequiredto climb, balance and stoop, kneel, or crouch.
• Employeemustfrequentlyliftand/ormoveupto
  10poundsandoccasionally liftand/ormove up to 50 pounds.

• Behavioral Competencies
  :
  
  Behavioralcompetenciesaretheskillsandpersonalcharacteristicsthat an individual should possess in order to be successful in this position.
• Core Competencies
  :
  
  Corecompetenciesareconsistentforallpositionsacrosstheorganization and are aligned with WFCU’s core values.
• 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.
• Job-Specific Competencies
  :
  
  Thepositionrequiresawellroundedandlevelheadedindividual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:
• Job Knowledge:
  Understand duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
• Productivity:
  Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
• Quality:
  Is attentive to detail and accuracy, is committed to excellence, looks for…