E-Branch Member Advocate Team Lead

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Full Time Admin Support Worker Katy Freeway - Corp, Houston, TX, US

3 days ago Requisition

The E-Branch Member Advocate Team Lead is responsible for providing excellent member service, while efficiently resolving issues and answering questions for members and associates; to identify and suggest financial services that would fit our member’s financial needs. Provide supervisory duties and assist eBranch Manager with management of the team including scheduling, coaching and backup when needed.

• Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union.
• Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
• Answer 40-80 calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members
• Cross-sell Credit Union products and services to meet members í n needs, logging referrals appropriately and in a timely manner. May include inbound and/or outbound calling.
• Maintain and open new memberships online; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation.
• Maintain member account information and perform all types of account transactions and maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance.
• Assist Manager in creating and maintaining a cross selling culture to meet production goals within the Solution Center while utilizing service calls as opportunities to promote credit union products and services to ensure efficient service delivery and high-quality member service.
• Assist management with team meetings/huddles, employee coaching, branch audits, and actively participate in strategic goals for organization.
• Cultivate and maintain appropriate relationships with members and co-workers;
• Completes all mandatory compliance testing, implements credit union policies and procedures related and required by state and federal regulations. Including Bank Secrecy Act, SAR and CTR reporting.
• Actively participate in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and member centric strategy.
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide a high level of service to members and recommend solutions.
• Maintain professional appearance in accordance with established dress code.
• Maintain regular and predictable attendance.
• Participates in community relation activities and groups to represent the Credit Union.
• Performs other related duties as required and assigned.

• Provides best of class, Member Centric service.
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing.
• Ability to be resourceful with employees, members, and prospective members.
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to identify members banking issues and needs to promote products and services that ensure…