Member Relationship Advocate

PRIMARY FUNCTION

Act as the primary point of contact for our local and non‑local members who reach out to the Credit Union via phone, chat, or email. Responsible for opening depository accounts, servicing current accounts, referring mortgages, consumer loans, and investments. Take applications for lending products and educate members and potential members about all Credit Union products in accordance with the Credit Union's member service model.

Ensure work is performed accurately and in a manner consistent with the Credit Union's mission to provide members with quality financial services in a friendly, personal and professional manner. Actively contributes to the achievement of the branch sales and service goals.

• Correspond with members through phone, email, online chat, and written communication while maintaining excellent member service standards.
• Actively seek and make lending, investment, and mortgage referrals.
• Meet or exceed established sales, balancing, and member service goals.
• Seek and maintain an understanding of loan products, review members’ relationships and communicate products that could meet their needs.
• Take loan applications upon request or solicitation and forward onto Member Enhancement Advocate, or in some cases directly to underwriting.
• Responsible for routing calls and emails to appropriate departments and branches throughout the Credit Union as needed.
• Respond to member inquiries regarding the operation of depository and loan accounts, access to services, adding or changing service features on various accounts, and assisting members in making the most effective use of service offerings. Examples of these duties include, but are not limited to:
• Responding to account balance, transaction inquiries, and rate shopping requests
• Processing a variety of transactions including account transfers, cashier's check requests, and loan payments
• Opening new memberships/accounts, as well as closing accounts
• Processing check orders
• Researching and responding to fee refund requests
• Utilizing Transaction Warehouse to research ACH deposits and rejected payments
• Placing stop payments on drafts
• Performing opt‑in maintenance of checking accounts
• Utilizing dSave and Corp One to research statement and check copies
• Providing information about wire requests or rejections
• Requesting account adjustments to correct errors on accounts
• Perform maintenance and research on Visa Check Cards, including, but not limited to:
• Issuance of cards and/or PINs
• Activation
• Blocking/Unblocking cards
• Velocity limit increases
• Researching card declines
• Providing travel notifications
• Perform maintenance and research on Visa Credit Cards, including, but not limited to:
• Issuing replacement cards
• Activation
• Verifying suspected fraudulent transactions
• Blocking/Unblocking cards
• Research card declines
• Make payments
• Perform temporary credit line increases
• Providing travel notifications
• Performing address changes
• Researching statement and transaction history
• Assist members with electronic paperwork, including, but not limited to:
• Address changes
• Fraud and Dispute paperwork for VCC, Draft, and ACH transactions
• ATM Complaint or Loss Affidavit
• Internal Transfers
• ACI Authorizations
• Stop Payment for ACH and drafts
• Wire Requests
• Be experts in member banking technology, including, but not limited to:
• Online Banking
• Touch Tone Teller
• Text Message Banking
• Mobile Banking
• Finance Works
• Account‑to‑Account Transfers
• Operate CRT terminal to accurately post transactions, open and service accounts, access account information, and update member account information.
• Promote a favorable image of and goodwill for the Credit Union in the community.
• Other duties as assigned by management.

No requirement.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This position will require the knowledge to effectively process all consumer loan applications and analyze loan products to attain the lending goals and objectives of the Credit Union. A professional appearance and attitude is required. In addition, such persons must be able to generate applications and…