Member Advocate III -- N. Penn Center (Sr. Counselor)

WEOKIE Federal Credit Union • Oklahoma City, OK

10d

About The Position

The Member Advocate III
delivers
extraordinary service while
encouraging
members
and
non‐ members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate III
proactively
suggests
appropriate
products
and
services
to
help
members better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

Requirements

• High School Diploma or GED required.
• At least 6 months in the retail financial services industry is required.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
• Must be familiar with member experience operations.
• Must be able to learn and use a variety of software applications such as Microsoft Office and the credit union’s core processing systems.
• The employee is frequently required to walk and sit. The employee is occasionally required to climb, balance, stoop, kneel or crouch.

Nice To Haves

• Previous supervisory skills are preferred but not required (this is an entry‐level supervisor position).

Responsibilities

• Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.
• Accurately process new accounts for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing
• Ask open‐ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports as well as making outbound calls to increase member engagement
• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to, cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries.
• Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.
• Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Assists Member Relationship Center leadership with training, operations, vault responsibilities. Ensures employees perform in a safe and sound manner and deliver an extraordinary service experience for all members. Responsible for Member Relationship Center operations in absence of manager or assistant manager.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED