Member Advocate III (Senior Counselor) - South Location

WEOKIE Federal Credit Union•Oklahoma City, OK

21d

About The Position

The Member Advocate III (Senior Counselor) delivers extraordinary service to members and non-members while encouraging them to choose the Credit Union as their primary financial services provider. The role builds member relationships, identifies financial needs, recommends appropriate products and services, and explains the Credit Union’s mission and services. It also processes accounts and transactions, supports member relationship center operations, and helps maintain compliance, quality, and risk controls. The position may assist leadership with training, operations, and vault responsibilities and is responsible for Member Relationship Center operations in the absence of the manager or assistant manager. Coverage at another Member Relationship Center may be needed. The role requires following schedules and attendance guidelines, applying organizational policies and procedures, and delivering accurate, efficient service. The work environment is usually moderately noisy, without substantial exposure to adverse environmental conditions.

Requirements

High school diploma or GED.
At least six months of experience in the retail financial services industry.
Must hold the Certified Credit Union Financial Counselor (CCUFC) designation or be able to earn it within 24 months of entering the role.
Familiarity with member experience operations.
Ability to learn and use software applications, including Microsoft Office and the Credit Union’s core processing systems.
Ability to meet the stated physical requirements, including frequent walking and sitting; occasional climbing, balancing, stooping, kneeling, or crouching; close-range vision; and occasional lifting or moving of up to 50 pounds.
Demonstrated member focus, dependability, integrity, and ethics.
Leadership, people-development, productivity, quality, interpersonal, and job-knowledge competencies.

Nice To Haves

Previous supervisory skills are preferred but not required.

Responsibilities

Consult with members to identify expressed and unexpressed financial needs, recommend appropriate Credit Union products and services, address service needs, and explain convenience and technology services.
Open and maintain accounts for new and existing members, including IRA, trust, and commercial accounts, and process associated data entry and paperwork.
Review accounts and reports, ask open-ended questions, and make outbound calls to identify opportunities to save members time or money and increase engagement.
Provide extraordinary member service and accurately process transactions, including check cashing, deposits, payments, withdrawals, and information inquiries.
Identify qualified referrals that may save members time or money or provide peace of mind.
Follow policies, procedures, risk-mitigation activities, and operating controls; report gaps to leadership.
Assist Member Relationship Center leadership with training, operations, and vault responsibilities.
Support safe and sound employee practices and an extraordinary service experience for members.
Manage Member Relationship Center operations in the absence of the manager or assistant manager.
Meet service benchmarks, Success Plan objectives, balancing and work-quality parameters, and applicable policies and compliance controls.
Assist management and coworkers as needed and contribute to a team atmosphere.
Follow work schedules and attendance guidelines and provide coverage at another Member Relationship Center when needed.
Perform other duties as assigned.