Member Advocate II

About the position

A Member Advocate II is essential in helping MCU deliver on our mission within our community! Serve as a resource and educator for our members and an ambassador of the credit union. Find opportunities to build relationships with members and help them reach their financial goals. Perform a variety of services for our members, including teller transactions and administrative functions, account opening including specialty accounts, account maintenance, and identifying and matching member needs to our products and services. Helps to mentor and train branch personnel on areas of expertise.

Responsibilities

• Greet and make members feel welcome, own the full experience from entry to exit.
• Build relationships with members by proactively learning about their financial goals and suggesting products and services that will get them there.
• Provide one-touch resolution on member inquiries wherever possible and/or direct them to the appropriate person for the specific information or assistance.
• Directs, guides, and advises members with regard to specialty accounts including decedent accounts, business accounts, IRAs, trust accounts, estate accounts, power of attorney, rep payee accounts, custodial accounts, and guardianship accounts.
• Acts as a technology liaison resolving members questions, concerns and education with digital wallet, mobile, and online banking.
• Expert in assisting members with fraud and chargebacks.
• Assist members with account transactions, account maintenance, and other services depending on the member needs.
• Provides excellent written and verbal communication with our members.
• Make outbound calls to educate members or for specific campaigns.
• Works as a member of the greater branch team and fosters the spirit of teamwork and collaboration.
• Acts as a mentor and trainer to branch staff.
• Follows and adheres to all branch security and safety protocols.
• Follows all applicable policies, procedures, and regulatory compliance.

Requirements

• Ability to solve problems.
• Knowledge of all products and services offered by the credit union.
• Efficient computer skills including the Microsoft suite.
• Excellent written and verbal communication.
• Cash handling skills.
• Ability to learn and adhere to all policy and procedures.
• Expert in creating amazing experiences and building relationships.

Nice-to-haves

• CUNA IRA Fundamentals and Advanced e-school.
• CUNA Working with Trust & Trust Accounts webinar.
• CUNA Working with Estates and Managing Deceased Members webinar.