Major Duties and Responsibilities:

• Oversees and prepares branch schedules for Member Success Advocates and up-keeps the Master Work Schedules.
• Performs other related duties as assigned. These may include but are not limited to: branch balancing, coin machine balancing, balancing VISA terminal, dual control functions, and facilitating shared branching transactions.
• Coordinate and monitor daily Member Success Advocate activities to ensure that position standards are met and that policies and procedures are followed. Responsible for daily branch operations to include opening and closing activities.
• Responsible for cash management to include efficient ordering of cash, securing of cash, replenishment of cash automation equipment in branch, and reconciling daily, weekly, and/or monthly. Maintains records and reports as required. Performs monthly cash, check, and security audits for each Member Success Advocate.
• Serve as an "on the job" trainer/mentor for new Member Success Advocates. Coaches, teaches, and trains, new team members on skill building techniques to help meet and exceed goals. Identifies performance problems and celebrates success! Provides the Member Success Manager with performance observations and feedback for associate performance evaluations.
• Handles member issues and/or complaints. Research and troubleshoot errors. Appropriately escalates member issues to Member Success Supervisor or Member Success Manager, accordingly.
• Mitigates risk to the credit union by placing appropriate check holds according to regulations. Leads by example following all policies and procedures.
• Serve as a resource within the branch for new and existing member account and loan needs. Maintain extensive knowledge of all products and services to promote and cross sell through a consultative needs-based approach. Use outbound sales calls to facilitate new membership and loan growth. Handles non-sales related member service issues such as problem resolution and account maintenance.
Assist members with member service inquiries that include debit card items, debit card fraud and dispute requests, stop payment requests, unauthorized ACH requests, statement review, member balancing assistance, deposit product rate review, name record
• le maintenance items, online banking items, and IRA withdrawals and maintenance.
• Assist in the growth of business lines that require referrals to grow such as Investment Services, Mortgages, and Business Services. Meet assigned referral goals.
• Act as the branch subject matter expert (SME) on all loan and deposit products. Be an expert in all of the Credit Union's product offerings, assisting members with the creation and maintenance of their online profiles. Assist Member Service Advocates with questions and any issues that arise.
• Follow up with members to obtain needed loan documents to complete loan requests, deposit documents to complete the account opening or closing process.
• Ability to perform Member Success Advocate I, II, & III roles and responsibilities as needed to support branch sales, service, and operational needs.

Knowledge and Skills

Experience:

Education/Certifications/Licenses:

Interpersonal Skills:

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills:

Ten key calculator and computer keyboard by touch. Must be good with detail to deal with numbers and names. Familiarity with MS Word and MS Excel and ability to navigate between multiple windows simultaneously.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; sit; climb or balance and stoop, kneel, crouch, or crawl.

The employee must occasionally lift/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Working Conditions:

The noise level in the work environment is usually moderate. Contact with others, primarily face-to-face or by phone within a small workspace. Works closely as a team with 4-5 co-workers. Candidate should expect repetition of the types of transactions performed daily. May be asked to travel to other branch locations as needs arise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.