Member Advocate II

Marine Credit Union; La Crosse (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

Marine Credit Union in La Crosse, WI seeks a Member Advocate II to educate and assist members, help them reach financial goals, and provide teller-style services along with account maintenance. You will mentor branch staff and promote digital banking solutions.

You will build relationships, resolve inquiries, and guide members through specialty accounts while following security and regulatory guidelines. Excellent communication and problem solving are essential.

Qualifications

• Ability to solve problems.
• Knowledge of all products and services offered by the credit union.
• Efficient computer skills including the Microsoft suite.
• Excellent written and verbal communication.
• Cash handling skills.
• Ability to learn and adhere to all policy and procedures.
• Expert in creating amazing experiences and building relationships.

Responsibilities

• Greet and welcome members, own the full experience from entry to exit.
• Build relationships by learning members' financial goals and suggesting products and services.
• Provide one-touch resolution on member inquiries or direct to the right person.
• Directs, guides, and advises on specialty accounts (IRAs, trusts, estates, POA, custodial, guardianship).
• Acts as a technology liaison for digital wallet, mobile, and online banking.
• Assist members with account transactions, maintenance, and other services.
• Mentor and train branch staff; uphold security and safety protocols.
• Follow applicable policies, procedures, and regulatory compliance.

Skills

Problem solving

Product knowledge

MS Office proficiency

Excellent written and verbal comms

Cash handling

Policy adherence

Relationship building

Education

High school diploma or equivalent

CUNAIRA Fundamentals and Advanced e-school

CUNA Working with Trust & Trust Accounts webinar

CUNA Working with Estates and Managing Deceased Members webinar

Tools

Microsoft Office Suite

Job description

Position Summary:

A Member Advocate II is essential in helping MCU deliver on our mission within our community!

Serve as a resource and educator for our members and an ambassador of the credit union. Find opportunities to build relationships with members and help them reach their financial goals. Perform a variety of services for our members, including teller transactions and administrative functions, account opening including specialty accounts, account maintenance, and identifying and matching member needs to our products and services. Helps to mentor and train branch personnel on areas of expertise.

Major Duties and Responsibilities:

• Greet and make members feel welcome, own the full experience from entry to exit.
• Build relationships with members by proactively learning about their financial goals and suggesting products and services that will get them there.
• Provide one-touch resolution on member inquiries wherever possible and/or direct them to the appropriate person for the specific information or assistance.
• Directs, guides, and advises members with regard to specialty accounts including decedent accounts, business accounts, IRAs, trust accounts, estate accounts, power of attorney, rep payee accounts, custodial accounts, and guardianship accounts.
• Acts as a technology liaison resolving members questions, concerns and education with digital wallet, mobile, and online banking.
• Expert in assisting members with fraud and chargebacks.
• Assist members with account transactions, account maintenance, and other services depending on the member needs.
• Provides excellent written and verbal communication with our members.
• Make outbound calls to educate members or for specific campaigns.
• Works as a member of the greater branch team and fosters the spirit of teamwork and collaboration.
• Acts as a mentor and trainer to branch staff.
• Follows and adheres to all branch security and safety protocols.
• Follows all applicable policies, procedures, and regulatory compliance.

Knowledge, Skills and Abilities:

• Ability to solve problems.
• Knowledge of all products and services offer by the credit union.
• Efficient computer skills including the Microsoft suite.
• Excellent written and verbal communication
• Cash handling skills
• Ability to learn and adhere to all policy and procedures.
• Expert in creating amazing experiences and building relationships.

Education:

• High school diploma or equivalent desired.
• CUNAIRA Fundamentals and Advanced e-school.
• CUNA Working with Trust & Trust Accounts webinar.
• CUNA Working with Estates and Managing Deceased Members webinar.

Physical Requirements (with or without accommodation):

• Long periods of sitting will occur regularly.
• Occasional lifting and/or moving 15 lbs or less.
• Occasional bending, stooping, or crouching may be required.