Member Advocate I

WEOKIE Federal Credit Union; Edmond (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

WEOKIE Federal Credit Union seeks a Member Advocate to deliver exceptional service while accurately processing cash and member inquiries. You will proactively suggest appropriate products and services to help members manage their finances and learn about the credit union’s mission and offerings.

Responsibilities include handling transactions, balancing cash drawers, following policy and risk controls, and providing information about our products/services.

Qualifications

• High School Diploma or equivalent.
• Encouraged to earn CCUFC designation.
• Learn and apply various software applications.
• Accurate keyboard skills.
• Retail/service experience preferred.

Responsibilities

• Provide extraordinary member service and process transactions.
• Proactively refer products and services to members.
• Balance cash drawer daily and handle end-of-day procedures.
• Adhere to policies, procedures, and security controls.
• Assist with miscellaneous duties as assigned.

Skills

Customer service

Cash handling

Typing skills

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

POS system

CRM software

Job description

The Member Advocate Iwilldeliverextraordinaryservicewhileaccuratelyandefficientlyprocessingavarietyof cash and inquiry transactions for members while adhering to applicable policies and procedures.TheMember Advocate I willproactivelysuggestappropriateproductsandservicestohelpmembers better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

1. Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.Accuratelyprocesstransactionsformembers,includingbutnotlimitedto, cashingchecks,receivingdepositsandpayments,processingwithdrawals,conducting information inquiries.

1. Listen actively to fully understand and answer members’ questions/concerns, and offer guidance to appropriate products and services.Proactively identify and make appropriate,qualifiedreferralsformembersthatwillsavethemtime,moneyand/or providepeaceofmind.Lookforwaystoenhancemembers’relationshipsbybuilding

trustandconfidence.

1. Ensuresproperpolicies,procedures,riskmitigationactivities,andoperatingcontrols are followed. (i.e. security, member identification, fraud prevention, etc.). Reports gaps in policies, procedures and operating controls to leadership to ensure member impact and risk is mitigated.

1. Preparesandverifiesofficialchecksandmoneyorders.

1. Balanceassignedcashdrawerduringandattheendofeachworkday.

1. Performmiscellaneousdutiessuchasendofdayactivities,filing,answeringphones, maintaining supplies, etc.

1. Exceptional service will be provided bybeingknowledgeable, engaging with members, making members feel valued and consistently applying defined service standards.

1. Productsandservicesareproactivelyrecommended based on member needs. Asks openended questions to uncover additional opportunities to save members money and/or time.

1. Operatewithintheacceptablerangesofbalancingandqualityworkparameters,while maintaining a high level of member service.

1. All activities are efficiently conducted, generally error free, and are completed following the appropriatepolicies,procedures,operationalcontrols,andcompliancecontrols.(i.e.security, member identification and fraud prevention).

1. Losses,errors,andrisksarecontrolledandmitigatedbyadheringto allapplicable policies and procedures. Manager approval required for any exceptions.

1. Workaccordingtoschedulesanddepartmentattendanceguidelines.Needmayarisewhereby this position may provide coverage at other Member Relationship Centers.

1. Performotherdutiesasassigned.

1. WhileperformingthedutiesofthisJob,theMember Advocate Iisregularlyrequiredtostand;usehands to handle, or feel; reach with hands and arms and talk or hear.
2. Theemployeeisfrequentlyrequiredtowalkandsit.Theemployeeisoccasionallyrequiredto climb, balance and stoop, kneel, or crouch.
3. Employeemustfrequentlyliftand/ormoveupto10poundsandoccasionally liftand/ormove up to 50 pounds.

SpecializedorTechnicalKnowledgeandSkills:

1. MusthaveaHighSchoolDiplomaorequivalent

1. Encouraged to earn or hold Certified Credit Union Financial Counselor (CCUFC) designation

1. Mustbeabletolearnandapplyavarietyofsoftwareapplications.

1. Musthaveaccuratekeyboardingskills.

1. Priorexperienceinaretailserviceenvironmenttoincludecashhandlingandmemberservice preferred.

BehavioralCompetencies

Behavioralcompetenciesaretheskillsandpersonalcharacteristicsthat an individual should possess in order to be successful in this position.

CoreCompetencies

Corecompetenciesareconsistentforallpositionsacrosstheorganization and are aligned with WFCU’s core values.

1. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, and responds to internal members.

1. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

1. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

JobSpecificCompetencies

Thepositionrequiresawellroundedandlevelheadedindividual who is able to maintain composure in a variety of situations. The following stand out among along list of behavioral competencies for this position:

1. Job Knowledge: Understand duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

1. Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.

1. Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

1. InterpersonalSkills: Has good listening skills, builds strong relationships, is flexible/open- minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

PhysicalDemands

Thephysicaldemandsdescribedherearerepresentativeofthosethatmustbe met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to see details at a close range. The employee may be required occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Theworkerisnotsubstantiallyexposedtoadverseenvironmentalconditions.Thenoise level in the work environment is usually moderate.

EQUALEMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.

Equal Opportunity Employer, including disability/protected veterans

Equal employment opportunity, including veterans and individuals with disabilities.

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