Member Advocate Team Lead

Members Choice Credit Union (Houston, TX); Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Members Choice Credit Union is seeking a proactive Member Advocate Team Lead in Houston to deliver exceptional member service, oversee daily branch operations, and coach staff. You will process transactions accurately, assist with account openings, and resolve issues per policy.

The role requires strong communication, cash-balancing skills, and the ability to meet service and sales goals while maintaining a member-centric approach in a busy branch environment.

Qualifications

• Must provide best-in-class, member-centric service.
• Strong time management and numerical accuracy for cash handling.
• Ability to interact resourcefully with members and colleagues.
• Excellent verbal and written communication and problem-solving skills.
• Identify member banking needs and promote suitable products.
• Make decisions within authorized levels and take responsibility for results.

Responsibilities

• Provide prompt, professional service to members and associates per service standards.
• Process transactions, overrides, and resolve account issues.
• Open new memberships (IRA, Business, Fiduciary, POA) and issue debit cards.
• Maintain and update member information; perform account maintenance including fraud and decedent accounts.
• Interview members for loans, process applications, and cross-sell CU products.
• Balance end-of-day and assist with branch management tasks and audits.

Skills

Member centric service

Time management

Cash balancing

Communication skills

Sales cross-sell

Problem solving

Education

High School Diploma or GED

Tools

Microsoft Office

Excel

Word

Job description

General Job Description The Member Advocate Team Lead is responsible for providing excellent member service and accurate processing of financial transactions, resolve issues and answer questions for members and associates; to identify and suggest financial services that would fit our member’s financial needs. Provide supervisory duties and assist manager with all branch management including scheduling, coaching and backup when needed.

Essential Duties and Responsibilities

• Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union;
• Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services;
• Receive, inspect, and verify cash and negotiable instruments for deposit, accept loan payments and 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 account opening; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation;
• Maintain member account information and perform all types of account maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance.
• Interview members for loan needs, processes loan applications, including pulling credit and review debt to cross-sell credit union products and services to members and meet established goals
• Balance end of each workday as assigned by the manager as well as balance vault or cash dispensers; research out of balance conditions
• Assist with branch management including employee coaching, branch audits, and actively participate in strategic goals for organization.
• Cultivate and maintain appropriate relationships with members and co-workers;
• Completes all mandatory compliance testing, implements credit union policies and procedures related and required by state and federal regulations. Including Bank Secrecy Act, SAR and CTR reporting.
• Actively participate in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and member centric strategy;
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide a high level of service to members and recommend solutions;
• Maintain professional appearance in accordance with established dress code;
• Maintain regular and predictable attendance;
• Participates in community relation activities and groups to represent the Credit Union.
• Performs other related duties as required and assigned.

Knowledge, Skills and Abilities

• Provides best of class, Member Centric service.
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing.
• Ability to be resourceful with employees, members and prospective members.
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to identify members banking issues and needs to promote products and services that ensure member financial goals are met.
• Ability to make decisions, use judgment within proper authority levels and assume responsibility for results.
• Promote a collaborative, cooperative and productive work environment.
• Knowledge in relevant software includes Microsoft Office, Word and Excel.

Education and Experience

• A high school education or GED.
• Three or more years of work experience, bank or credit union, in a similar position.

Physical/Mental Requirements

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.
• The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Must have flexibility to deal with changing work hours and locations as needed