Member Advocate III (Senior Counselor) - Piedmont

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Full-time Regular Piedmont, OK, US 1 Attachments

6 days ago Requisition

Title:
Member Advocate III (Sr. Counselor)

The Member Advocate IIIdeliversextraordinary service whileencouragingmembersandnon‑ members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate IIIproactivelysuggestsappropriateproductsandservicestohelpmembers 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 open‑ended 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, cashing checks,receivingdepositsandpayments,processing withdrawals,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.
• Assists Member Relationship Center leadership with training, operations, vault responsibilities. Ensures employees perform in a safe and sound manner and deliver an extraordinary service experience for all members. Responsible for Member Relationship Center operations in absence of manager or assistant manager.
• Performsotherdutiesasassigned.
• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Success definedbycurrentservicebenchmark(suchasmembersatisfactionsurveys,basic courtesies and observation).
• Assignedexpectationsandobjectives,asidentifiedinthe
  
  Success
  
  Plans,aremetand/or exceeded.
• Managementandemployeesareassistedasneeded,contributingtoa"team"atmosphere.
• AllWFCUpoliciesandproceduresarefollowedandguidelinesareconsistentlyappliedand maintained. Operate within the acceptable ranges of the balancing and quality of work parameters.
• 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,andrisksarecontrolledandmitigatedbyadheringtoallapplicable policies and procedures.
• Workaccordingtoschedulesanddepartmentattendanceguidelines.
  
  Needmayarise whereby this position may provide coverage at another Member Relationship Center.

• High School Diplomaor GED required.
• Atleast6monthsintheretailfinancialservicesindustryisrequired.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
• Previoussupervisoryskillsarepreferredbutnotrequired(thisisanentry‑level supervisor position).
• Mustbefamiliarwithmemberexperienceoperations.
• Must beableto learnanduse avarietyofsoftwareapplicationssuchas
  
  Microsoft Office…