Description

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.

 

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. 

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. 

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. 

Prepares and verifies official checks and money orders. 

Balance assigned cash drawer during and at the end of each work day. 

Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies, etc.

Critical Results:  

1. Exceptional service will be provided by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. 

Products and services are proactively recommended based on member needs. Asks openended questions to uncover additional opportunities to save members money and/or time.  

Operate within the acceptable ranges of balancing and quality work parameters, while maintaining a high level of member service. 

All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. (i.e. security, member identification and fraud prevention). 

Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures. Manager approval required for any exceptions. 

Work according to schedules and department attendance guidelines. Need may arise whereby this position may provide coverage at other Member Relationship Centers.

Perform other duties as assigned.

 

 

Qualifications: 

 Specialized or Technical Knowledge and Skills: 

 

1. Must have a High School Diploma or equivalent 

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

Must be able to learn and apply a variety of software applications. 

Must have accurate keyboarding skills. 

Prior experience in a retail service environment to include cash handling and member service preferred. 

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. The employee 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: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

 

1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU's core values.

 

1. 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 change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. 

Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
 

Job Specific Competencies: The position requires a wellrounded and levelheaded individual who is able to maintain composure in a variety of situations. The following stand out among along list of behavioral competencies for this position:

 

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. 

Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow. 

Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems. 

Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open- minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

 

 

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.

Equal Opportunity Employer, including disability/protected veterans

PI280986361