Member Advocate I - Houston, United States - Members Choice Credit Union
Description
General Job Description
The Member Advocate I is responsible for providing excellent member service and accurate processing of financial transactions, resolve account issues, and answer questions; to identify and suggest financial services that would fit our member's financial needs.
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, 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 new memberships including IRA, Business accounts 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 and loan maintenance.
- Balance end of each workday as assigned by the manager; may assist with vault or cash dispenser and maintains up to date queues.
- Cultivate and maintain appropriate relationships with members and coworkers;
- 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 allstaff 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.
- One more year of work experience in member service, financial services or similar position preferred.
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.
- 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.
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