Member Advocate II Job Piedmont area,Oklahoma USA,Customer Service/HelpDesk

Title:
Member Advocate II

The Member Advocate IIdeliversextraordinary service whileencouragingmembersandnon members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate IIproactivelysuggestsappropriateproductsandservicestohelpmembers better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.

Accurately process new accounts for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing.

Ask openended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports as well as making outbound calls to increase member engagement.

Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.

Accuratelyprocesstransactionsformembers,includingbutnotlimitedto, cashingchecks,receivingdepositsandpayments,processingwithdrawals,conducting information inquiries.

Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.

Ensuresproperpolicies,procedures,riskmitigationactivities,andoperatingcontrols are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

Assist invaultduties.

Performsotherdutiesasassigned.

Exceptional service will be provided bybeingknowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.

Products and services are proactively recommended based on member needs.

Operatewithintheacceptablerangesofbalancingandqualityworkparameters,while maintaining a high level of member service.

All activities are efficiently conducted, generally error free, and are completed following the appropriatepolicies,procedures,operationalcontrols,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.

Specializedor Technical Knowledge and Skills :

High School Diplomaor GED required.

Atleast6monthsintheretailfinancialservicesindustryisrequired.

Strongly Encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation.

Previous supervisory skills are preferred but not required.

Mustbefamiliarwithmemberexperienceoperations.

Must beableto learnanduse avarietyofsoftwareapplicationssuchas

Microsoft Office and the credit union’s core processing systems.

Theemployeeisfrequentlyrequiredtowalkandsit.

Theemployeeisoccasionallyrequired to climb, balance, stoop, kneel or crouch.

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, 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…