Member Advocate Team Lead

Members Choice Credit Union•Houston, TX

8d•Hybrid

About The Position

The Member Advocate Team Lead is responsible for providing excellent member service and accurate processing of financial transactions, resolving issues and answering questions for members and associates. This role also involves identifying and suggesting financial services that would fit member needs. The position includes supervisory duties and assisting the manager with branch management, including scheduling, coaching, and providing backup when needed.

Requirements

Provides best of class, Member Centric service.
Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing.
Ability to be resourceful with employees, members and prospective members.
Strong professional verbal, written communication skills and creative thinking abilities.
Ability to identify members banking issues and needs to promote products and services that ensure member financial goals are met.
Ability to make decisions, use judgment within proper authority levels and assume responsibility for results.
Promote a collaborative, cooperative and productive work environment.
Knowledge in relevant software includes Microsoft Office, Word and Excel.
A high school education or GED.
Three or more years of work experience, bank or credit union, in a similar position.

Responsibilities

Provide prompt, professional, accurate service and support to all members and associates while abiding by member-centric model for service standards established by the credit union.
Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
Receive, inspect, and verify cash and negotiable instruments for deposit, accept loan payments and perform a variety of other financial transactions as directed and in accordance with established policies and procedures.
Open all types of new memberships including IRA’s, Business accounts, Fiduciary, POA and online account opening; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation.
Maintain member account information and perform all types of account maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance.
Interview members for loan needs, process loan applications, including pulling credit and review debt to cross-sell credit union products and services to members and meet established goals.
Balance end of each workday as assigned by the manager as well as balance vault or cash dispensers; research out of balance conditions.
Assist with branch management including employee coaching, branch audits, and actively participate in strategic goals for the organization.
Cultivate and maintain appropriate relationships with members and co-workers.
Complete all mandatory compliance testing, implement credit union policies and procedures related and required by state and federal regulations, including Bank Secrecy Act, SAR and CTR reporting.
Actively participate in branch and all-staff meetings to maintain awareness of organizational issues and promotional campaigns, stay current on policies, procedures, services and member-centric strategy.
Attend training and complete online learning assignments to continuously increase job knowledge and overall performance to provide a high level of service to members and recommend solutions.
Maintain professional appearance in accordance with established dress code.
Maintain regular and predictable attendance.
Participate in community relation activities and groups to represent the Credit Union.
Perform other related duties as required and assigned.