Member Advocate Job Moore area,Oklahoma USA,Customer Service/HelpDesk

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,processing withdrawals,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/orprovidepeaceofmind.

Lookforwaystoenhancemembers’relationshipsbybuilding

trustandconfidence.

Ensuresproperpolicies,procedures,riskmitigationactivities,andoperatingcontrolsarefollowed. (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 appropriate policies,procedures,operational controls,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.

Specializedor Technical Knowledge and Skills :

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,…