Member Advocate

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Fry Rd Tellers/FSRs Full Time Admin Support Worker Katy, TX, US

2 days ago Requisition

General Job Description

The Member Advocate I helps bring MCCU's member experience and IMPACT culture to life by making everyday banking easier, more personal, and more meaningful. This position assists members with financial transactions, account opening and maintenance, routine account questions, and consumer loan applications while helping members identify products and services that support their financial needs.

The Member Advocate I provides accurate, efficient, and welcoming service while meeting established expectations for productivity, referrals, operational controls, and compliance. Through each member interaction, the Member Advocate I builds trust, strengthens relationships, and helps members feel valued and understood.

Member Service and Financial Solutions

• Provide accurate, efficient, and welcoming service to members across available service channels.
• Process deposits, withdrawals, payments, transfers, and other financial transactions.
• Open and maintain consumer, IRA, business, and digital accounts within assigned authority.
• Issue debit cards and assist members with account and ownership options.
• Research and resolve routine account questions and servicing requests, including account maintenance and fraud claims.
• Identify member financial needs and recommend appropriate Credit Union products and services.
• Conduct routine outbound calls to strengthen member relationships and identify service opportunities.
• Assist with contact center overflow calls as needed and available.
• Follow established service standards in accordance with the Branch Playbook.

Consumer Lending and Performance

• Interview members and process consumer loan applications within assigned authority.
• Support members through the loan application process and connect them with appropriate lending solutions.
• Meet established referral, production, service, and operational performance expectations.
• Maintain current knowledge of Credit Union products, services, promotions, systems, policies, and procedures.

Branch Operations and Compliance

• Receive, inspect, and verify cash and negotiable instruments.
• Balance assigned cash and maintain accurate transaction and account records.
• Assist with vault, cash dispenser, and other branch operational functions as assigned.
• Follow established security, fraud-prevention, member-authentication, and cash-handling procedures.
• Complete required compliance activities and follow applicable regulatory requirements, including Bank Secrecy Act, Suspicious Activity Report, and Currency Transaction Report procedures.
• Identify and appropriately elevate account, transaction, fraud, security, and compliance concerns.
• Participate in community and business-development activities as assigned.
• Perform other related duties as assigned

Essential Qualifications

• High school diploma or equivalent.
• Strong member-service, communication, and problem-solving skills.
• Strong attention to detail and commitment to transaction accuracy.
• Ability to accurately handle cash and perform basic financial calculations.
• Ability to identify member needs and recommend appropriate products and services.
• Ability to resolve routine issues, make decisions, and exercise judgment within established authority.
• Ability to navigate banking systems and other workplace technology.
• Ability to manage multiple member and operational priorities.
• Ability to actively embrace and demonstrate MCCU's IMPACT culture.

Preferred Qualifications

• One or more years of customer-service, banking, credit-union, financial-services, or related experience.
• Previous cash-handling or transactional experience.
• Experience with account opening or consumer lending.
• Bilingual English and Spanish skills

What Success Looks Like

• Members receive accurate, efficient, welcoming, and solutions-focused service.
• Transactions and account-servicing requests are completed accurately and promptly.
• Member needs are identified and appropriate products and services are recommended.
• Referral, production, service, and operational expectations are consistently achieved.
• Cash, account documentation, and transaction records remain accurate and balanced.
• Routine member issues are resolved or escalated appropriately.
• Operational controls, security procedures, and compliance requirements are consistently…