Member Advocates (various roles: Teller, Call Center help, and Lenders)

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Member Advocates (various roles: Teller, Call Center help, and Lenders)

Location:

Mooers, NY

Description:

Role: Support the credit union's vision of being the community's most loved financial institution, and its mission to make people's financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union's core values in all interactions. Member Advocate 1: Primarily support & serve members in a branch setting. Interactions involve daily branch processing, processing account transactions, conducting account & check research, modifying & maintaining personal accounts, basic electronic channels support, answering member questions, identifying fraud, and providing accurate information regarding credit union products and services. Help support the call center when needed which involves supporting members over the phone, chat system and email. Interactions involve the same as above. Member Advocate 2: Primarily support & serve members in a branch setting. Interactions involve all duties as outlined in the Member Advocate I role as well as opening all account types, modifying & maintaining business and fiduciary type accounts, vault maintenance and management, advanced electronic channel support, and IRA/HSA/ESA support. Member Advocate 3: Interactions will involve account transaction processing, account opening, account closing, account research, electronic channel support, consumer and equity loan processing, answering member questions, and providing accurate information regarding credit union products and services. Essential Functions & Responsibilities: 1. Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs. 2. Member Advocate 1: Understand and provide basic electronic channels support (online banking, Call 24, Bill Pay, SWBC, fraud support, P2P) and be proficient in teller transactions and processes, including deposits, withdrawals, CTRs, one-time and recurring transfers, loan & credit card payments, cashier's checks, wire transfers, debit and credit card maintenance and management, identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand and apply proper procedures to open & close shares, add & remove entities on personal accounts, and maintain accurate and current information for members. 3. Member Advocate 2: Be proficient in all transactions and processes as outlined in the Member Advocate I role as well as opening & closing accounts (personal, business, fiduciary type, etc.), modifying all account types, advanced electronic channels & services (SWBC, Bill Pay, P2P, digital wallets), identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand IRA/HSA/ESA rules and regulations, process basic transactions, and answer questions. Become cross-trained in all vault management. 4. Member Advocate 3: Interview members to evaluate needs and recommend consumer and equity loan options. Analyze financial position to determine risk involved in extending credit. Make recommendation to approve or deny and forward request to appropriate level for final decision. Keep informed of current trends in consumer credit and participate in sales development activities. Be proficient in all teller transactions, including all electronic channels (bill pay, P2P, digital wallets), deposits, withdrawals, transfers, loan payments (including Visa), cashier's checks, and wire transfers. Understand and apply proper procedures to open and close accounts (all share types) and be familiar with IRA rules and regulations. Become cross-trained in all vault management. 5. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations. 6. Make decisions that align with the credit union's core values while adhering to policies and procedures. 7. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures, and appropriate software systems. Perform all other job-related duties as assigned. Performance Measurements: 1. Attention to detail - The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. 2. Member Focus - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc. 3. Problem Solving - The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions. 4. Teamwork & Cooperation - The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted. 5. Confidentiality - The ability to preserve sensitive and important information or data. Confidential information is not revealed outside of the company, except as necessary in the ordinary course of business. Knowledge and Skills: Experience Member Advocate 1: One month to twelve months of similar or related experience. Member Advocate 2 and 3: One year to three years of similar or related experience. Education Member Advocate 1: A high school education or equivalent. Member Advocate 2 and 3: A two-year college degree or Completion of a specialized course of study at a business or trade school or Completion of a specialized and extensive in-house training or apprenticeship program. Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills Good computer and communication skills. Salary Range $18 - $24+ per hour depending on experience Powered by JazzHR

Company:

Northcountry Federal Credit Union

Posted:

April 16 on The Resumator

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Member Advocates (various roles: Teller, Call Center help, and Lenders) | Call Center Representati1

Member Advocates (various roles: Teller, Call Center help, and Lenders)

Visit Our Partner Website