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

1. Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to, cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries.

 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: 

1. Exceptional service will be provided by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.
   
   
2.  Products and services are proactively recommended based on member needs. Asks open‐ended questions to uncover additional opportunities to save members money and/or time. 

Qualifications: 

Specialized or Technical Knowledge and Skills:

 1. Must have a High School Diploma or equivalent.

1. Core Competencies: Core competencies are consistent for all positions across the organization 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. 

1. Job Knowledge: Understand duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues. 

 Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to see details at a close range. The employee may be required to occasionally lift and/or move up to 50 pounds.

 Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.