Member Advocate Team Lead

Members Choice Credit Union•Houston, TX

13h

About The Position

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

Requirements

A high school education or GED
Three or more years of work experience in member service, financial services or similar position preferred
Provide exceptional member service
Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
Strong professional verbal, written communication skills and creative thinking abilities
Ability to make decisions, use judgment within proper authority levels and take accountability for results
Knowledge of relevant software including Microsoft Office products

Responsibilities

Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards
Provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services within established levels of authority
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 reviewing 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 organization
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 in order 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 in order to provide a high level of service to members and recommend solutions
Participate in community relation activities and groups to represent the Credit Union
Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT