Member Advocate I - East Branch

Tucson Federal Credit Union•Tucson, AZ

1d•Onsite

About The Position

The Member Advocate provides exceptional member experiences using a consultative approach to address member needs through service and sales, with warmth and a collaborative spirit. The role handles cash transactions, supports account and loan services, builds member relationships, and contributes to branch growth and production goals. The position is non-exempt and reports to the Branch Manager; it does not supervise others. The starting hourly rate is $21.00. The position requires customer-service experience and a high school diploma/GED or equivalent. The description outlines several experience and training levels: Level 1 requires 5 years of customer service-related experience; Level 2 requires 6 years; Level 3 and Trainer require 8 years. Availability is Monday through Saturday, as scheduled. The role requires NMLS registration under the S.A.F.E. Act of 2008 and Regulation Z.

Requirements

High school diploma/GED or equivalent.
Customer service-related experience: 5 years for Level 1, 6 years for Level 2, or 8 years for Level 3 and Trainer.
Knowledge of basic mathematical applications.
Proficiency in English, including sentence structure, grammar, and spelling.
Ability to communicate effectively with members and convey business principles.
Ability to handle multiple tasks and prioritize appropriately throughout a business day.
Knowledge of Microsoft Office Suite, specifically Outlook, Word, Excel, and PowerPoint; required proficiency level varies by level.
Basic knowledge of progressive technology and general computer skills.
National Mortgage Licensing System (NMLS) registration under the S.A.F.E. Act of 2008 and Regulation Z.
Ability to meet the described physical demands, with or without reasonable accommodation.

Responsibilities

Perform cash handling and payment processing according to established procedures and controls.
Establish new member relationships and deepen existing relationships through needs-based selling and high-quality service.
Accurately and efficiently process new account openings, loan applications and disbursals, and routine member maintenance requests.
Refer loan products suited to member needs to support branch growth and production goals.
Continue developing knowledge of sales techniques and products to better serve members.
Demonstrate behavior aligned with TFCU’s cultural beliefs.
Follow state and federal banking regulations, attend training, complete annual compliance training, and follow member privacy and identification procedures.
Maintain a professional businesslike appearance according to TFCU policy.
Follow TFCU’s attendance and punctuality policy.
At higher levels, perform complex branch assignments, mentor team members, create marketing and sales campaigns, or train Level 1 and 2 advocates, as applicable.