Member Advocate

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 cashing checks, receiving deposits and payments, processing withdrawals, and 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, qualified referrals for members that will save time, money, and/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 and report gaps in policies, procedures and operating controls to leadership.
• 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‑day activities, filing, answering phones, and maintaining supplies.
• Operate within acceptable ranges of balancing and quality work parameters while maintaining a high level of member service.
• All activities are efficiently conducted, generally error‑free, and completed following the appropriate policies, procedures, operational controls, and compliance controls.
• Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures; manager approval is required for any exceptions.
• Work according to schedules and department attendance guidelines and may provide coverage at other Member Relationship Centers.
• 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, including cash handling and member service, is preferred.

The Member Advocate I is regularly required to stand; use hands to handle objects and to reach with hands and arms; talk or hear. The employee is frequently required to walk and sit and occasionally required to climb, balance, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

• 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, and conveys good news and bad.
• Job Knowledge
  :
  Understand duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.
• Productivity
  :
  Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Quality
  :
  Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of…