Member Success Advocate I

RadiFi Credit Union•Jacksonville, FL

6d•Onsite

About The Position

RadiFi Credit Union is seeking a Member Success Advocate to support new and existing member accounts and teller transactions across the branch network. The role provides a broad range of member service and account-opening support, maintains extensive knowledge of Credit Union products and services, and uses a consultative, needs-based approach to promote, refer, and cross-sell offerings. The Advocate follows established member-service procedures and standards to provide consistent, high-quality service and develops extensive knowledge of deposit products and services. The position is based at the Westside branch in Jacksonville, Florida. The scheduled shift is Monday through Saturday, with rotating Saturday hours from 9 a.m. to 1 p.m. Travel is listed as up to 25%.

Requirements

Six months to two years of similar or related experience.
High school degree or GED.
A significant level of trust and diplomacy, with the ability to motivate or influence others and foster sound relationships with outside entities.
Ability to operate a 10-key calculator, typewriter, and computer keyboard.
Proficiency in Microsoft products and ability to learn new systems and adapt quickly to changing technology.
Valid driver’s license.
Ability to perform job functions independently or with limited supervision and work effectively alone or as part of a team.
Ability to follow written and oral instructions, communicate clearly, and deliver information in a logical and understandable sequence.
Ability to handle multiple, simultaneous, and changing priorities and maintain composure under deadlines, accuracy requirements, and a fast pace.
Ability to exercise discretion with confidential matters and deal calmly and professionally with people from diverse cultures and organizational levels.
Regular, reliable, and timely attendance.

Responsibilities

Greet members and represent the Credit Union courteously and professionally, providing prompt, efficient, and accurate service wherever needed.
Model RadiFi Credit Union Service Standards and Retail Behaviors in every interaction.
Follow up on member problem-resolution issues and provide support or closure.
Present Credit Union products and services to meet members’ needs and support their financial success.
Maintain knowledge of products and services to answer member questions and make appropriate referrals and sales.
Assist with growing business lines through referrals to Investment Services, Mortgages, and Business Services, and meet assigned referral goals.
Attend assigned outside business-development and sales-prospecting events, conduct outbound calling campaigns and sales calls, and apply required cross-selling techniques and service and sales standards.
Learn the Credit Union’s product offerings and help members create and maintain online profiles.
Open and close the branch, and remain after closing as necessary to complete branch balancing.
Assist with inquiries involving debit cards, fraud and disputes, stop payments, unauthorized ACH requests, deposit-product rate reviews, name-record maintenance, online banking, and IRA withdrawals and maintenance.
Help maintain, secure, and balance ATMs, cash recyclers, cash dispensers, and other cash machines; conduct transactions, including monetary transactions behind the Service Line.
Decide whether negotiable instruments may be accepted for cash, deposit, or payment, or seek approval when needed.
Explain digital products and services and assist members with setup and use.
Cooperate with coworkers and request or provide assistance as needed to maintain a positive team environment.
May open and close safe deposit boxes and provide Notary Services.
Attend meetings and training sessions and perform other duties as assigned.
Meet service, sales, attendance, and policy standards; listen effectively, explain product features and benefits, work toward assigned goals, and make outbound sales calls.