Member Advocate

Mainstreet Credit Union; Lenexa (KS); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Day-time hours

PTO 3 weeks in first year

Health, dental, vision insurance

401k with company match

Life insurance

Long-term disability

Special product perks for employee

Job summary

Mainstreet Credit Union in Lenexa, KS is seeking a Member Advocate to connect with new and existing members, educate, assemble documentation, and evaluate loan needs while mitigating risk and preventing fraud.

The role focuses on building relationships, consulting on financial services, and ensuring accurate processing of deposits, loans, and account services. A high school diploma (or GED) and lending training are required, with growth within a not-for-profit community-focused credit union.

Qualifications

• Minimum one year of cash handling and/or financial institution, sales and/or advising, and customer service experience.
• One to three years’ consumer lending experience (processing, underwriting or closing) in a financial institution.
• Completion of Mainstreet Credit Union’s lending training program(s).
• Must meet criteria for registration in the Nationwide Mortgage Licensing System & Registry (NMLS).
• FiCEP Certification within 12 months of hire.
• Strong attention to detail, relationship building and negotiating/problem solving skills.
• Exhibit enthusiasm and professionalism with ownership and accountability.

Responsibilities

• Build and nurture positive relationships with members through proactive communication methods, including outbound calls, emails, onboarding, and follow-up interactions
• Consult with current and prospective members to identify current and future financial service needs.
• Assess and identify current and prospective members’ needs to pair them with relevant products and services, including alternative recommendations.
• Ensure proper procedural compliance, accuracy, and authenticity of information and documents.
• Assist members with account openings including checking, shares, CDs, money markets, IRAs, Trust accounts, etc.
• Interview members, gather and review documentation for loan applications, and support underwriting decisions.
• Ensure MAPS and branch goals are actively pursued and met or exceeded.
• Support development of peers through mentoring and job-shadowing.
• Process and audit transactions, balance cash drawer, and adhere to cash-handling procedures.
• Maintain knowledge of credit union products and services and perform accurate referrals.
• Understand state and federal laws related to credit union compliance, including BSA, AML, and elder financial abuse laws.
• Open to working daytime hours, including branch coverage and potential cross-location support.

Skills

Attention to detail

Relationship building

Negotiation

Problem solving

Customer service

Multitasking

Education

Bachelor's degree in finance, accounting, economics, or business administration

High school diploma or GED

Job description

Mainstreet Credit Union has consistently provided stability for employees and members over the span of more than 70 years. Not to mention, Mainstreet Credit Union aims to be the financial home to every member. We continue to strive for a welcoming culture, where our employees are knowledgeable, helpful, and accountable for their position within the team. To achieve this vision, we provide continued training and development opportunities, as well as a friendly environment where members and employees can feel at home. Being a not-for-profit organization, we keep business simple and real. We enjoy sharing in our community, and we always find the most effective way to serve our members and provide full pay and benefits for our employees, even through uncertain times.

In addition to our friendly and welcoming environment, we offer our employees:

• Day-time hours that provide for a healthy work-life balance
• Three weeks of PTO in the first year with a generous annual PTO carryover plan
• A wide variety of insurance options for health, dental, and vision
• 401k with company match
• Company provided life insurance and long-term disability
• Special product perks for employee

Company Expectations

• Predictable and reliable attendance as required to successfully perform the duties of the position.
• Foster a positive and supportive work environment conducive to the credit union’s culture initiatives by adhering to Mainstreet Credit Union’s service standards and values.
• Ability to perform job expectations in an accurate and efficient manner.
• Complete required new hire, on-the-job and additional training as indicated by management and company policy.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.

Position Overview

The Member Advocate connects with new and existing members through an interactive, consultative process that deepens relationships and member loyalty with Mainstreet Credit Union. These individuals consult, educate, assemble documentation and evaluate member account and loan application needs accurately. This role advocates for the members' financial needs, which includes lending and deposit applications, while mitigating risk and being the first line of defense against fraud. This individual is accountable for empowering the communities they serve by consistently providing an exceptional member experience, improving our members' financial lives. In this role it is vital to provide efficient and accurate solutions to every member or prospective member they engage with.

Key Responsibilities

• Build and nurture positive relationships with members through proactive communication methods, including outbound calls, emails, onboarding, and follow-up interactions
• Consult with current and prospective members to identify current and future financial service needs.
• Assess and identify current and prospective members’ needs to pair them with relevant products and services, to also include alternative recommendations and solutions when necessary.
• Ensure proper procedural compliance, accuracy, and authenticity of information and documents.
• Assists members with account openings to include checking, shares, certificates, money markets, IRAs, Trust accounts, etc.
• Interview members, gather and review documentation needed for loan applications, and make recommendations for centralized underwriting decisions.
• Ensure that established individual minimum performance standards (MAPS) and branch goals are actively pursued and consistently met or exceeded.
• Support development of peers through mentoring and job-shadowing.
• Process and audit transactions, including deposits, withdrawals, purchases, transfers and payments. In charge of maintaining and balancing a cash drawer and adhering to established cash handling and balancing procedures.
• Maintain an up-to-date and comprehensive knowledge of credit union products and services that are handled by this position.
• Keep a current and foundational understanding of all credit union products and services to ensure accurate referrals and seamless hand-offs
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy act, anti-money laundering and elder financial abuse laws appropriate to the position.
• Must have the flexibility to work during the necessary business hours. This includes opening and closing the branch and assessing other staff in completion of daily activities, as needed. May occasionally be requested to fill-in at other branch locations.
• Performs other duties as assigned by supervisor or manager.

Required Qualifications

• High school diploma or general education degree (GED).
• Bachelor's degree in finance, Accounting, Economics or Business Administration preferred
• One year's cash handling and/or financial institution, Sales and/or advising, and customer service experience required.
• One to three years’ consumer lending (processing, underwriting or closing) experience in a financial institution required
• Completion of Mainstreet Credit Union’s lending training program(s) and demonstrated ability in lieu of consumer lending experience will be considered for internal candidates
• Completion of Mainstreet Credit Union’s lending training program(s) within 6 months of hire
• Strong attention to detail, relationship building and negotiating/problem solving skills
• Must meet all criteria for registration in the Nationwide Mortgage Licensing System & Registry (NMLS).
• Must have or be able to pass FiCEP Certification program within 12 months of hire
• Exhibit enthusiasm and professionalism along with a high level of ownership and accountability.
• Understanding and use of good judgment.
• Relevant computer skills and ability to acclimate to required systems with speed and accuracy.
• Thrive in a fast-paced environment with the ability to prioritize multiple tasks daily.

Physical Requirements

• Regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Frequently required to walk and stand. Occasionally required to stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Does require occasional lifting up to 50 pounds