Member Advocate I - East Branch

Tucson Federal Credit Union•Tucson, AZ

7d•Onsite

About The Position

Provide exceptional experiences by utilizing a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit. This role involves performing cash handling and payment processing, establishing new relationships and deepening existing member relationships through a needs-based selling approach, processing new account openings, loan applications/disbursals, and routine member maintenance requests. The position also requires referring loan products to meet member needs, advancing knowledge of sales techniques and product knowledge, engaging in behavior that aligns with TFCU’s cultural beliefs, and abiding by state and federal banking regulations. Additionally, the role includes attending training sessions, completing compliance training annually, maintaining a professional appearance, and adhering to attendance and punctuality policies.

Requirements

Minimum 5 years of Customer Service-related Experience.
High School Diploma/GED or equivalent.
Beginning level of training with MS Office.
Basic general computer skills (i.e.: using email, navigate the internet, search functions).
Knowledge of basic mathematical applications.
Proficiency of the English language, sentence structure, proper grammar and spelling of words.
Ability to speak using proper grammar to effectively communicate and convey business principles to members.
Ability to handle a variety of tasks and appropriately prioritize throughout a business day.
Knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and PowerPoint.
Basic knowledge of progressive technology.
This position requires National Mortgage Licensing System (NMLS) registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z.

Nice To Haves

Working with an In-Branch Trainer.
Completion of Training Plan and eLearning coursework.
Progress to Level 2 when demonstrated ability to work independently has been observed.
Intermediate level of training with MS Office.
Has completed all training.
Requires no direction in the completion of basic duties.
Demonstrates superior product knowledge.
Excellent needs based selling skills.
Conducts cash management tasks and assists with error resolution.
Progress to Level 3 at the recommendation of Member Experience Leadership.
Advanced level of training with MS Office.
Intermediate computer skills (i.e.: tables and graphics).
Handles all complex branch assignments.
Serves as mentor to team members.
Creates Marketing/Sales Campaigns in alignment with company goals and initiatives.
Responsible for the completion of training plans for Level 1 and 2 advocates.
Trained to identify learning styles and alter training based on the need of a trainee.
Ability to assess employee’s retention and performance during the training period.

Responsibilities

Perform cash handling and payment processing within established procedures and controls.
Establish new relationships and deepen existing member relationships through a needs-based selling approach, demonstrating industry leading service.
Process new account openings, loan applications/disbursals, and routine member maintenance requests accurately and efficiently.
Refer loan products that will best meet member needs to help support branch growth and production goals.
Consistently demonstrate a commitment to advancing knowledge of sales techniques and product knowledge to better serve members.
Engage in behavior that aligns with TFCU’s cultural beliefs.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Follow credit union Member Privacy Policy and member identification procedures.
Maintain a professional businesslike appearance in accordance with TFCU’s Dress and Personal Appearance Policy.
Adhere to TFCU’s attendance and punctuality policy.