Member Advocate I

Members Choice Credit Union (Houston, TX)•Katy, TX

About The Position

The Member Advocate I provides excellent member service and accurately processes financial transactions, resolves account issues, and answers questions. The role identifies and suggests financial services that fit members’ financial needs. It supports members and associates in accordance with the credit union’s member-centric service standards and applicable policies and procedures. The position handles a range of account and transaction services, including opening memberships, maintaining accounts, processing loan applications, and assisting with cash balancing and branch operations. It also carries out required compliance activities, participates in meetings, training, and community relations, and contributes to positive relationships with coworkers and members by demonstrating MCCU’s IMPACT culture.

Requirements

High school education or GED.
Ability to provide exceptional member service.
Effective time management, accuracy, and mathematical skills, including cash balancing.
Strong professional verbal and written communication skills and creative thinking abilities.
Ability to make decisions, exercise judgment within proper authority levels, and take accountability for results.
Knowledge of relevant software, including Microsoft Office products.
Ability to stand for long periods and perform the physical activities described for the role, including lifting a minimum of 50 pounds.
Flexibility to accommodate changing work hours and locations as needed.

Nice To Haves

Two or more years of work experience in member service, financial services, or a similar position is preferred.

Responsibilities

Provide prompt, professional, and accurate service and support to members and associates in accordance with established service standards.
Process transactions, resolve problems, and answer questions about account issues and Credit Union products and services within established authority levels.
Receive, inspect, and verify cash and negotiable instruments for deposit; accept loan payments and perform other financial transactions according to policy and procedure.
Open new memberships, including IRA, business, fiduciary, POA, and online accounts; issue or order debit cards; explain account and ownership options; counsel members; and obtain required information and documentation.
Maintain member account information and perform account maintenance, including fraud claims, loan maintenance, and decedent account maintenance.
Interview members about loan needs and process loan applications, including pulling credit and reviewing debt, to cross-sell Credit Union products and services and meet established goals.
Balance at the end of each assigned workday; assist with the vault or cash dispenser as needed; and maintain current queues.
Complete mandatory compliance testing and implement policies and procedures required by state and federal regulations, including Bank Secrecy Act, SAR, and CTR reporting.
Participate in branch and all-staff meetings and stay current on organizational issues, promotional campaigns, policies, procedures, services, and strategy.
Attend training and complete online learning assignments to improve job knowledge and performance and provide service and recommendations to members.
Participate in community relations activities and groups to represent MCCU.
Foster positive relationships with coworkers and members by embracing and demonstrating MCCU’s IMPACT culture.
Perform other related duties as required and assigned.