Lead CUA I - North Pointe

Job Description

Job Description

Position Summary

The Lead Credit Union Advisor I plays a key role in delivering exceptional member service by assisting with transactions, deposit and loan account opening and maintenance. They support branch operations by working closely with the Branch Manager to ensure daily tasks such as cash management, auditing, and opening/closing procedures are completed efficiently. Additionally, this role involves coaching and developing team members to enhance performance and service quality, contributing to the overall success of the branch.

Supervises: Credit Union Advisors I, II, III, (Dependent upon location)

Essential Job Functions and Responsibilities

Assist Members and non-members with loan applications, including gathering information, auditing for completeness, and keeping an open line of communication related to the status of loan application(s), which includes subsequent questions or concerns that may arise. Full cycle lending. 

Open new accounts, including all deposit-related products ensuring all required information is gathered, complete, accurate, and complies with TTCU policies procedures, and auditing guidelines. Perform various transactions for all Members. Including account maintenance functions.

Assist Branch Manager or Regional Director with duties including, but not limited to, opening and/or closing the branch. Assist with performance appraisals, coordinating employee schedules, coaching, mentoring, and training of other CUAs.

Ensures accuracy and compliance in cash handling, account management, and lending processes. They oversee cash controls, verify transaction accuracy, and assist with audits to mitigate risk. This role also involves reviewing deposit and loan accounts for accuracy, ensuring adherence to policies and regulatory requirements. 

Balance branch nightly, which may include vault, cash recycler coin machine and cash drawers to assure that all , transactions are properly accounted for and reported. Plan the cash needed for each station and fill cash recyclers with cash for the day; sell money to recyclers, and CUAs during the day buying/selling cash to/from vault 

Contribute to the achievement of credit union production and service goals by building trusting relationships with Members and fellow employees, staying informed on current products, services, and promotions, and by utilizing Keystone to help determine Member needs and refer appropriate services.

Assist members by providing knowledge, specifically related to questions on IRA, Trust, and life stages (specialty services) products, and/or services that TTCU offers.

Responsible for the effective supervision, development, and performance management of direct reports. This role provides day today guidance, sets clear expectations, and ensures team members consistently deliver high quality member service aligned with the credit union’s values, policies, and strategic objectives. Actively coach employees through regular one-on-one meetings, observation, and feedback, focusing on skill development, product knowledge, sales effectiveness, and compliance adherence. Monitor performance metrics, addresses performance gaps in a timely and constructive manner, and reinforce accountability while fostering a collaborative, inclusive, and high engagement work environment. 

Minimum Qualifications

Educational Requirements

High School Diploma or GED required.

Bachelor’s degree in business, finance, or other related discipline preferred.

Certificates/Licenses

Must have and maintain a valid driver’s license.

Ability to become a notary public.

Pass Branch Operations Credit Union Advisor III Exam (80% or higher).

*External applicants or applicants outside of Branch Operations must, within twelve (12) months of hire:

Complete and pass TTCU’s Teller Training Program.

Complete and pass TTCU’s Credit Union Advisor Training Program.

Obtain Certified Financial Counselor Certification (FiCEP).

Pass Branch Operations Credit Union Advisor III Exam (80% or higher).

Experience

Customer service experience in banking, retail, or other related field: 2-3 years

Previous supervisor experience, preferred.

Bilingual Skills in Spanish

Additional Requirements

Job Knowledge

Ability to learn and use proprietary computer software.

Intermediate knowledge in the use of PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Work, Excel, PowerPoint, SharePoint, Teams, and Outlook) 

Interpersonal Skills

Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others using active listening skills, developing rapport, and responding with empathy.

Advanced written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution and offer educational information regarding products and services.

Strong attention to detail and the ability to maintain confidentiality of all Member and non-member information and data. 

Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in a climate controlled shared work area with a moderate level of noise.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.