Member Advocate I - West Branch

Tucson Federal Credit Union•South Tucson, AZ

2d•Onsite

About The Position

The Member Advocate provides exceptional member experiences using a consultative approach to address service and sales needs with warmth and a collaborative spirit. The role performs cash handling and payment processing, supports account openings and loan transactions, and builds member relationships through needs-based service and product referrals. The position is non-exempt and reports to the Branch Manager. The starting hourly rate is $21.00. Availability is required Monday through Saturday, as scheduled. The role requires compliance with banking regulations, member privacy and identification procedures, annual compliance training, and TFCU policies covering appearance, attendance, and punctuality. Career levels are based on experience, training, product knowledge, independence, and mentoring or training responsibilities. Level 1 requires at least five years of customer-service-related experience; Level 2 requires at least six years; and Level 3 and Trainer require at least eight years. Each level requires a high school diploma/GED or equivalent. Duties and expectations vary by level, from working with an in-branch trainer and completing training coursework to handling complex branch assignments, mentoring teammates, creating sales campaigns, or training Level 1 and 2 advocates. The position regularly involves sitting, standing, walking, bending, reaching, operating office equipment, communicating with members by phone and in person, and occasionally lifting up to 25 pounds. Reasonable accommodations may apply.

Requirements

At least five years of customer-service-related experience for Level 1; six years for Level 2; or eight years for Level 3 or Trainer.
High school diploma/GED or equivalent.
Knowledge of basic mathematical applications.
Proficiency in English, including grammar, sentence structure, and spelling, and ability to communicate business principles effectively to members.
Ability to manage and prioritize a variety of tasks during a business day.
Knowledge of Microsoft Office Suite, 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.
Availability Monday through Saturday, as scheduled.

Responsibilities

Perform cash handling and payment processing according to established procedures and controls.
Build new member relationships and deepen existing ones 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 meet member needs and support branch growth and production goals.
Continue developing sales techniques and product knowledge to better serve members.
Demonstrate behavior aligned with TFCU’s cultural beliefs.
Follow state and federal banking regulations, complete annual compliance training, and follow member privacy and identification procedures.
Maintain a professional appearance in accordance with TFCU policy and adhere to attendance and punctuality requirements.
At Level 2, conduct cash management tasks and assist with error resolution.
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 2 advocates, adapt training to trainees’ learning styles, and assess retention and performance.