E-Branch Member Advocate Team Lead

E-Branch Member Advocate Team Lead

The E-Branch Member Advocate Team Lead is responsible for providing excellent member service, while efficiently resolving issues and answering questions for members and associates; to identify and suggest financial services that would fit our member's financial needs. Provide supervisory duties and assist eBranch Manager with management of the team including scheduling, coaching and backup when needed.

Essential Duties and Responsibilities:

• Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union.
• Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
• Answer 40-80 calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members
• Cross-sell Credit Union products and services to meet members needs, logging referrals appropriately and in a timely manner. May include inbound and/or outbound calling.
• Maintain and open new memberships online; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member's needs, and obtain the required information and documentation.
• Maintain member account information and perform all types of account transactions and maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance.
• Assist Manager in creating and maintaining a cross selling culture to meet production goals within the Solution Center while utilizing service calls as opportunities to promote credit union products and services to ensure efficient service delivery and high-quality member service.
• Assist management with team meetings/huddles, employee coaching, branch audits, and actively participate in strategic goals for organization.
• Cultivate and maintain appropriate relationships with members and co-workers;
• Completes all mandatory compliance testing, implements credit union policies and procedures related and required by state and federal regulations. Including Bank Secrecy Act, SAR and CTR reporting.
• Actively participate in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and member centric strategy.
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide a high level of service to members and recommend solutions.
• Maintain professional appearance in accordance with established dress code.
• Maintain regular and predictable attendance.
• Participates in community relation activities and groups to represent the Credit Union.
• Performs other related duties as required and assigned.

Knowledge, Skills and Abilities:

• Provides best of class, Member Centric service.
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing.
• Ability to be resourceful with employees, members, and prospective members.
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to identify members banking issues and needs to promote products and services that ensure member financial goals are met.
• Ability to make decisions, use judgment within proper authority levels and assume responsibility for results.
• Promote a collaborative, cooperative and productive work environment.
• Knowledge in relevant software includes Microsoft Office, Word, and Excel.

Education and Experience:

• A high school education or GED.
• Three or more years of work experience, bank, or credit union, in a similar position.

Physical/Mental Requirements:

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 the job, the employee is regularly required to stand for long periods at a time, sit, walk, use hands to touch, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include: close vision and ability to adjust focus.
• The mental demands include: detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.