Member Advocate I

Member Advocate

The Member Advocate is responsible for providing excellent member service and accurate processing of financial transactions, resolving account issues, and answering questions; to identify and suggest financial services that would fit our member's financial needs.

Essential Duties & 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, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services within a timely manner
• Receive, inspect, and verify cash and negotiable instruments for deposit, accept loan payments and perform a variety of other financial transactions as directed and in accordance with established policies and procedures
• Open all types of new memberships including IRA's, Business accounts, Fiduciary, POA and online account opening; 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 maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance.
• Interview members for loan needs, processes loan applications, including pulling credit and review debt to cross-sell credit union products and services to members and meet established goals
• Balance end of each workday as assigned by the manager; may assist with vault or cash dispenser and maintains up to date queues.
• 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 to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and strategy
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance to provide a high level of service to members and recommend solutions
• Participate in community relation activities and groups to represent MCCU
• Perform other related duties as required and assigned.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

Essential Job Requirements:

• A high school education or GED
• Two or more years of work experience in member service, financial services or similar position preferred

Skills/Abilities:

• Provide exceptional member service
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to make decisions, use judgment within proper authority levels and take accountability for results
• Knowledge of relevant software including Microsoft Office products

Physical/Mental Requirements of the Position:

• 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.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to deal with changing work hours and locations as needed.