Member Advocacy Center Specialist II

Job Description

Job Description

Job Summary: Provides operational and service support within the Member Advocacy Center (MAC) by managing member account requests, processing transactions, and responding to multi channel inquiries. Serves as a key resource for resolving member issues efficiently and accurately while ensuring compliance with credit union policies and regulatory requirements. Delivers a high quality member experience through proactive communication, attention to detail, and collaboration with internal teams.

Essential Duties and Responsibilities:

• Process and review inbound member correspondence to complete account maintenance requests, including death notifications, Power of Attorney documentation, beneficiary updates, and other written instructions, ensuring accuracy and regulatory compliance.
• Provide real-time support to members via chat platforms, addressing account inquiries, resolving issues, and delivering accurate information in alignment with service standards.
• Process incoming and outgoing wire transfers in accordance with internal procedures and regulatory requirements, ensuring accuracy, timeliness, and fraud prevention controls.
• Manage and respond to member inquiries received through Zendesk, email, and other digital channels, ensuring timely resolution and clear communication.
• Conduct outbound calls to members to clarify requests, resolve issues, or provide follow-up on pending inquiries while maintaining professionalism and service standards.
• Perform quality control reviews on account maintenance and transaction processing to ensure accuracy, completeness, and adherence to internal policies.
• Respond to incoming member calls, addressing questions, concerns, and complaints with professionalism, empathy, and a focus on first-contact resolution.
• Ensure compliance with all applicable federal regulations, including Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) requirements; complete required training and apply regulatory knowledge in daily operations.
• Other duties as may be assigned to support departmental and organizational goals.

Education and/or Work Experience Requirements:

• High school diploma or equivalent required
• 2 + Years of customer/member service experience (financial services preferred)
• Strong proficiency in Microsoft Office (Word, Excel, Outlook) and CRM systems
• Ability to learn and operate internal systems and standard office equipment
• Strong organizational skills, attention to detail, and time management
• Working knowledge of credit union products, services, and member-focused philosophy

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally.

When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally. \r\n\r\nWhen you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.