Member Advocate I - West Branch

Tucson Federal Credit Union•Tucson, AZ

2d•Onsite

About The Position

The Member Advocate provides exceptional member experiences by using a consultative approach to address member needs, from service to sales, with warmth and a collaborative spirit. The position performs cash handling and payment processing, establishes and deepens member relationships through needs-based selling, opens accounts, processes loan applications and disbursals, and completes routine member maintenance requests. The role also refers suitable loan products to support member needs and branch goals, builds product and sales knowledge, follows banking regulations and credit union policies, and maintains professional standards for appearance and attendance. The position reports to the Branch Manager and does not supervise other employees. It is non-exempt, has a starting hourly rate of $21.00, and is scheduled Monday through Saturday. The job description outlines several experience and skill levels, from Level 1 through Level 3, as well as a Trainer designation, with increasing independence, product expertise, mentoring, and training responsibilities.

Requirements

At Level 1, at least five years of customer service-related experience; at Level 2, at least six years; at Level 3 and Trainer level, at least eight years.
High school diploma, GED, or equivalent.
Knowledge of basic mathematical applications.
Proficiency in English, including sentence structure, grammar, spelling, and effective spoken communication.
Ability to handle a variety of tasks and prioritize appropriately during the business day.
Knowledge of Microsoft Office Suite products, specifically Outlook, Word, Excel, and PowerPoint.
Basic knowledge of progressive technology.
NMLS registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z.
Ability to use basic computer functions such as email, internet navigation, and search functions.
Physical ability to sit, stand, walk, bend, reach, use hands and fingers to operate office equipment, communicate by phone and in person, and occasionally lift up to 25 pounds.

Responsibilities

Perform cash handling and payment processing in accordance with established procedures and controls.
Establish new member relationships and deepen existing relationships through needs-based selling and high-quality service.
Process new account openings, loan applications and disbursals, and routine member maintenance requests accurately and efficiently.
Refer loan products that best meet members’ needs and support branch growth and production goals.
Continue developing knowledge of sales techniques and products.
Demonstrate behavior aligned with TFCU’s cultural beliefs.
Follow state and federal banking regulations, attend training, and complete annual compliance training.
Follow the credit union’s Member Privacy Policy and member identification procedures.
Maintain a professional appearance in accordance with TFCU’s Dress and Personal Appearance Policy.
Follow TFCU’s attendance and punctuality policy.
At Level 3, handle complex branch assignments, mentor team members, and create marketing and sales campaigns aligned with company goals and initiatives.
As a Trainer, complete training plans for Level 1 and Level 2 advocates, adapt training to trainees’ learning styles, and assess retention and performance during training.