Member Advocate II

WEOKIE Federal Credit Union; Yukon (OK); On-site; USD 32,000 - 45,000; Full time

Job summary

WEOKIE Federal Credit Union is seeking a Member Advocate II to deliver extraordinary member service, proactively identify needs, and process new and existing accounts. The role focuses on building relationships, educating members on products, and driving engagement across channels.

Ideal candidates bring a HS diploma, some retail financial experience, and a willingness to learn core processing systems. This on-site role emphasizes accuracy, compliance, and cross-sell opportunities to support

Qualifications

• HS diploma or GED required.
• At least 6 months in the retail financial services industry.
• CCUFC designation encouraged.
• Previous supervisory skills are preferred but not required.
• Familiar with member experience operations.
• Able to learn and use various software applications such as Microsoft Office and the credit union’s core processing systems.

Responsibilities

• Interact consultatively with members to meet financial needs and recommend products and services.
• Accurately process new accounts and maintenance on member accounts, including IRA and trust accounts.
• Identify opportunities to save members money and increase engagement via outbound calls.
• Provide exceptional service by being knowledgeable and engaging with members while following service standards.
• Proactively identify qualified referrals for members.

Skills

CCUFC designation

Member experience operations

Microsoft Office

Core processing systems

Education

High School Diploma or GED

Tools

Microsoft Office

Core processing systems

Job description

Title: Member Advocate II

The Member Advocate IIdeliversextraordinary service whileencouragingmembersandnon members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate IIproactivelysuggestsappropriateproductsandservicestohelpmembers better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

1. Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.

1. Accurately process new accounts for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing.

1. Ask openended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports as well as making outbound calls to increase member engagement.

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. Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.

1. Ensuresproperpolicies,procedures,riskmitigationactivities,andoperatingcontrols are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

1. Assist invaultduties.

1. Performsotherdutiesasassigned.

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

1. Products and services are proactively recommended based on member needs.

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. SpecializedorTechnicalKnowledgeandSkills:

1. HighSchoolDiplomaorGEDrequired.

1. Atleast6monthsintheretailfinancialservicesindustryisrequired.

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

1. Previous supervisory skills are preferred but not required.

1. Mustbefamiliarwithmemberexperienceoperations.

1. Must beableto learnanduse avarietyofsoftwareapplicationssuchasMicrosoft Office and the credit union’s core processing systems.

1. Theemployeeisfrequentlyrequiredtowalkandsit.Theemployeeisoccasionallyrequired to climb, balance, stoop, kneel or crouch.

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

1. 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.

1. 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.

1. Physical Demands: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 to occasionally lift and/or move up to 50 pounds.

1. 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.

EQUAL EMPLOYMENT 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.