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.

• 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 fully understand and answer members’ questions and concerns, and offer guidance to appropriate products and services. Proactively identify and make appropriate referrals that save members time, money, and/or provide peace of mind. Look for ways to enhance member 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 to leadership to mitigate member impact and risk.
• Prepare and verify official checks and money orders.
• Balance the 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.
• Recommend products and services proactively based on member needs and ask open‑ended questions to uncover additional opportunities to save members money and/or time.
• Operate within acceptable ranges of balancing and quality work parameters while maintaining a high level of member service.
• Conduct all activities efficiently, generally error free, and following the appropriate policies, procedures, operational controls, and compliance controls (e.g., security, member identification, and 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.
• Perform other duties as assigned.

• High School Diploma or equivalent.
• Encouraged to earn or hold a Certified Credit Union Financial Counselor (CCUFC) designation.
• Ability to learn and apply a variety of software applications.
• Accurate keyboarding skills.
• Prior experience in a retail service environment, including cash handling and member service, preferred.

• Regularly required to stand, use hands to handle, touch, reach with hands and arms, talk or hear.
• Frequently required to walk and sit; occasionally required to climb, balance, stoop, kneel, or crouch.
• Must lift and/or move up to 10 pounds frequently, and occasionally lift and/or move up to 50 pounds.
• Work environment has a moderate noise level; not exposed to adverse environmental conditions.

• Member Focus:
  Builds confidence, commits to satisfaction, sets expectations, solves problems, meets commitments.
• Dependability:
  Meets commitments, works independently, handles change, stays focused under pressure.
• Integrity/Ethics:
  Straightforward, honest, accountable, maintains confidentiality, supports company values.
• Job Knowledge:
  Understands duties, possesses necessary technical skills, keeps knowledge current.
• Productivity:
  Manages workload, prioritizes tasks, develops procedures, time‑management skills.
• Quality:
  Attentive to detail, committed to excellence, seeks continuous improvement, monitors quality levels.
• Interpersonal
  
  Skills:
  
  Good listening skills, builds relationships, flexible, negotiates, accepts feedback.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER WEOKIE does not discriminate on the basis of protected status, marital status, political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, staff, clients, volunteers, subcontractors, vendors, and clients.

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