Member Advocate

Mainstreet Credit Union•Lenexa, KS

16h

About The Position

The Member Advocate connects with new and existing members through an interactive, consultative process to deepen relationships and member loyalty with Mainstreet Credit Union. The role consults, educates, assembles documentation, and evaluates member account and loan application needs accurately. Member Advocates advocate for members’ financial needs, including lending and deposit applications, while mitigating risk and serving as a first line of defense against fraud. They are accountable for empowering the communities they serve by providing an exceptional member experience and improving members’ financial lives. The position requires efficient and accurate solutions for every member or prospective member engaged. Employees are expected to maintain predictable and reliable attendance; foster a positive and supportive work environment by adhering to Mainstreet Credit Union’s service standards and values; perform job expectations accurately and efficiently; complete required training; and comply with company policies and procedures. The role requires flexibility to work during necessary business hours, including opening and closing the branch, helping staff complete daily activities, and occasionally filling in at other branch locations.

Requirements

High school diploma or GED.
One year of cash handling and/or financial institution, sales and/or advising, and customer service experience.
One to three years of consumer lending experience (processing, underwriting, or closing) in a financial institution. For internal candidates, completion of Mainstreet Credit Union lending training programs and demonstrated ability may be considered in lieu of consumer lending experience.
Complete Mainstreet Credit Union’s lending training program(s) within six months of hire.
Strong attention to detail, relationship-building, negotiating, and problem-solving skills.
Meet all criteria for registration in the Nationwide Mortgage Licensing System & Registry (NMLS).
Have or be able to pass the FiCEP Certification program within 12 months of hire.
Demonstrate enthusiasm, professionalism, ownership, and accountability.
Use good judgment.
Have relevant computer skills and the ability to learn required systems quickly and accurately.
Thrive in a fast-paced environment and prioritize multiple daily tasks.
Be able to work necessary business hours, including opening and closing the branch, and occasionally fill in at other branch locations.
Regularly stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Frequently walk and stand; occasionally stoop, kneel, crouch, or crawl.
Have close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
Occasionally lift up to 50 pounds.

Nice To Haves

Bachelor’s degree in finance, accounting, economics, or business administration.

Responsibilities

Build and nurture positive member relationships through proactive communication, including outbound calls, emails, onboarding, and follow-up interactions.
Consult with current and prospective members to identify current and future financial service needs.
Assess member needs and recommend relevant products and services, including alternative recommendations and solutions when necessary.
Ensure procedural compliance and the accuracy and authenticity of information and documents.
Assist members with opening checking, share, certificate, money market, IRA, and trust accounts.
Interview members, gather and review documentation for loan applications, and make recommendations for centralized underwriting decisions.
Pursue and consistently meet or exceed individual minimum performance standards (MAPS) and branch goals.
Support peer development through mentoring and job-shadowing.
Process and audit deposits, withdrawals, purchases, transfers, and payments; maintain and balance a cash drawer in accordance with cash-handling procedures.
Maintain current and comprehensive knowledge of the credit union’s products and services, including foundational knowledge needed for accurate referrals and seamless hand-offs.
Maintain a thorough understanding of applicable state and federal credit union compliance laws and regulations, including the Bank Secrecy Act, anti-money laundering, and elder financial abuse laws.
Work during necessary business hours, including opening and closing the branch; assist other staff with daily activities and occasionally cover other branch locations.
Perform other duties as assigned by a supervisor or manager.
Maintain reliable attendance, complete required training, comply with company policies and procedures, and contribute to a positive and supportive work environment.