Member Advocate III

Jobvite, Inc.; Milwaukee (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Milwaukee Credit Union is seeking a Member Advocate III in Milwaukee to serve as a member education resource and lending expert. You will handle teller transactions, account opening/maintenance, and guide members toward the right products and services to reach their financial goals.

You will mentor branch staff, resolve inquiries, and act as a technology liaison for digital banking. Expect a split of 25% teller duties and 75% member development.

Qualifications

• 1+ years of sales experience required; lending experience preferred.
• 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.
• Bilingual preferred.

Responsibilities

• Greet and welcome members; own the full experience from entry to exit.
• Build relationships by learning members' financial goals and suggesting products.
• Provide one-touch resolution for inquiries or direct to the right person.
• Serve as a technology liaison for digital wallet, mobile, and online banking.
• Advise on specialty accounts including decedent, business, IRAs, trusts, estates, POA, custodial and guardianship.
• Evaluate credit worthiness, loan structure, pricing, terms and recommend approval/denial.
• Make outbound calls to educate members or support campaigns.
• Mentor and train branch staff; collaborate with the team.
• Maintain excellent written and verbal communication with members.
• Follow policies, procedures, and regulatory compliance.
• Balance time: 25% teller line, 75% helping members advance financially.

Skills

Sales experience

Lending knowledge

Customer service

Microsoft Office

Communication

Cash handling

Policy adherence

Bilingual

Education

High school diploma or equivalent

College degree in business administration, marketing, sales or finance desired

CUNA Fundamentals/Advanced e-schools

MCU Lender Training Program completion

Tools

Microsoft Office

Job description

Position Summary:

A Member Advocate III 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. Serves as a consumer loan expert, working with members from start to finish on their lending needs. 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.
• Acts as a technology liaison resolving members questions, concerns and education with digital wallet, mobile, and online banking.
• Directs, guides, and advises members regarding specialty accounts including decedent accounts, business accounts, IRAs, trust accounts, estate accounts, power of attorney, rep payee accounts, custodial accounts, and guardianship accounts.
• Evaluate credit worthiness, loan structure, pricing, terms as well as recommend loan approval or denial.
• 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.
• Provides excellent written and verbal communication with our members.
• Follows all applicable policies, procedures, and regulatory compliance.
• You can expect your time to be split as 25% on the teller line and 75% dedicated to helping advance our members along their financial journey.

Knowledge, Skills. and Abilities:

• Ability to solve problems.
• Knowledge of all products and services offer by the credit union.
• 1+ years of sales experience required. Lending experience preferred.
• 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.
• Bilingual Preferred.

Education:

• High school diploma or equivalent.
• College degree in business administration, marketing, sales or finance desired.
• CUNAIRA Fundamentals and Advanced e-school
• CUNA Working with Trust & Trust Accounts webinar.
• CUNA Working with Estates and Managing Deceased Members webinar.
• Completion of the MCU Lender Training Program

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.