Member Advocate I

Members Choice Credit Union (Houston, TX); Lake Jackson (TX); On-site; USD 34,000 - 48,000; Full time

Job summary

Members Choice Credit Union in Lake Jackson, TX, seeks a Member Advocate to deliver outstanding member service, accurately processing transactions, and resolving account issues to meet members' financial needs.

The role requires strong communication, adherence to MCCU policies, and active participation in branch operations and community relations. Training and development are encouraged to continuously improve service levels.

Qualifications

• Two or more years of experience in member service or financial services.
• Excellent cash handling and time management skills.
• Strong communication and problem-solving abilities.

Responsibilities

• Provide prompt, professional, accurate service and support to members and associates while following MCCU's member-centric standards.
• Process transactions, resolve account issues, and answer questions within approved authority.
• Open memberships (IRA, Business accounts, Fiduciary, POA) and issue debit cards; explain account options and collect required documentation.
• Maintain member account information and perform maintenance including fraud claims and debt/loan maintenance.

Skills

Member service excellence

Cash handling

Time management

Verbal & written communication

Problem solving

Tools

Microsoft Office

Job description

The Member Advocate is responsible for providing excellent member service and accurate processing of financial transactions, resolving account issues, and answering questions; to identify and suggest financial services that would fit our member’s financial needs.

• Provideprompt,professional,accurateserviceandsupporttoallmembersandassociateswhile abiding to member centric model for service standards established by the credit union
• Withinestablishedlevelsofauthority,processtransactions,resolveproblemsandanswerquestions regarding account issues and Credit Union products and services within a timely manner
• Receive,inspect,andverifycashandnegotiableinstrumentsfordeposit,acceptloanpaymentsand perform a variety of other financial transactions as directed and in accordance with established policies and procedures
• Open all types of new memberships including IRA’s, Business accounts, Fiduciary, POA and online accountopening;issue/orderDebitcards,explainvariousaccountandownershipoptions, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation
• Maintainmemberaccountinformationandperformalltypesofaccountmaintenanceincludingbut not limited to fraud claims, loan maintenance and decedent account maintenance.
• Interviewmembersforloanneeds,processesloanapplications,includingpullingcreditandreview debt to cross-sell credit union products and services to members and meet established goals
• Balance endofeachworkdayasassignedbythemanager; mayassistwithvaultorcash dispenser and maintains up to date queues.
• Completesallmandatorycompliancetesting,implementscreditunionpoliciesandprocedures relatedandrequiredbystateandfederalregulations.IncludingBankSecrecyAct,SARandCTR reporting.
• Actively participate in branch and all-staff meetings to maintain awareness of organizationalissuesandpromotionalcampaigns,stayscurrentonpolicies,procedures,services and strategy
• Attendtrainingandcompleteonlinelearning assignmentstocontinuouslyincreasejobknowledge and overall performance to provide a high level of service to members and recommend solutions
• Participate in community relation activities and groups to represent MCCU
• Performotherrelateddutiesasrequiredandassigned.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.
• Two or more years of work experience in member service, financial services or similar position preferred

Skills/Abilities

• Provide exceptional member service
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to make decisions, use judgment within proper authority levels and take accountability for results
• Knowledge of relevant software including Microsoft Office products

Physical/Mental Requirements of the Position

The physical demands described here are representative of those that must be 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 the job, the employee is regularly required to stand for long periods at a time, sit, walk, use hands to touch, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to deal with changing work hours and locations as needed.