Member Advocate

MEMBER ADVOCATE I

The Member Advocate I will deliver extraordinary service while accurately and efficiently processing a variety of cash and inquiry transactions for members, 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.

Major

Activities:

2. 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 them time, money and/or provide peace of mind. Look for ways to enhance members' relationships by building trust and confidence.

3. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. (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.

Critical Results:

Qualifications:

While performing the duties of this Job, the Member Advocate I is regularly required to stand, use hands to handle or feel, reach with hands and arms and talk or hear. The employee is frequently required to walk and sit, is occasionally required to climb, balance and stoop, kneel, or crouch. Employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Behavioral Competencies and Core Competencies (summarized):

• Member Focus – 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.
• Dependability – Meets commitments, works independently, accepts accountability, handles change, stays focused under pressure, meets attendance/punctuality requirements.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, maintains confidentiality.
• Job Knowledge – Understands duties and responsibilities, and necessary job knowledge.
• Productivity, Quality, and Interpersonal Skills – Manages workload, prioritizes tasks, maintains accuracy, builds relationships.

Physical Demands: The employee may be required to see details at a close range and occasionally lift and/or move up to 50 pounds.

Work Environment: Moderate noise level; not substantially exposed to adverse environmental conditions.

Equal Opportunity Employer, inclusive of disability/protected veterans. The employer is committed to providing an inclusive and welcoming environment for all our members, staff, clients, volunteers, contractors, and vendors.