JOB TITLE:Member Advocate

REPORTS TO: Branch Manager

SUPERVISES: None

EXEMPTION STATUS: Non-exempt

PRIMARY FUNCTION: Provide exceptional experiences by utilizing a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.

ESSENTIAL FUNCTIONS:

1. Perform cash handling and payment processing within established procedures and controls.

2. Establish new relationships and deepen existing member relationships through a needs-based selling approach, demonstrating industry leading service.

 3. Process new account openings, loan applications/disbursals, and routine member maintenance requests accurately and efficiently. Refer loan products that will best meet member needs to help support branch growth and production goals.

4. Consistently demonstrate a commitment to advancing knowledge of sales techniques and product knowledge to better serve members.

5. Engage in behavior that aligns with TFCU’s cultural beliefs.

6. Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Follow credit union Member Privacy Policy and member identification procedures.

7. Maintain a professional businesslike appearance in accordance with TFCU’s Dress and Personal Appearance Policy.

8. Adhere to TFCU’s attendance and punctuality policy.

KNOWLEDGE, SKILLS AND ABILITIES:

Level 1: Minimum five (5) years of Customer Service-related experience required.

Education/Training/Functions: HS Diploma/GED or equivalent, beginning level of training with MS Office. Basic general computer skills (i.e.: using email, navigate the internet, search functions). Working with an In-Branch Trainer. Completion of Training Plan and eLearning coursework. Progress to Level 2 when demonstrated ability to work independently has been observed; within 90 to 180 days.

Level 2: Minimum six (6) years of Customer Service-related experience required.

Education/Training/Functions: In addition to Level 1 Education/Training/Functions: Intermediate level of training with MS Office. Basic general computer skills (i.e.: using email, navigate the internet, search functions). Has completed all training. Requires no direction in the completion of basic duties including pipeline management. Demonstrates superior product knowledge. Excellent needs based selling skills. Acts as contact for internal quality assurance (ie: Calls, Title Work, loan documents).

Level 3: Minimum eight (8) years of Customer Service-related experience required.

Education/Training/Functions: HS Diploma/GED or equivalent, advanced level of training with MS Office. Intermediate computer skills (i.e.: tables and graphics). Handles all complex branch assignments. Serves as mentor to team members. Creates Marketing/Sales Campaigns in alignment with company goals and initiatives. 

Trainer: Minimum eight (8) years of Customer Service-related experience required.

Education/Training/Functions: HS Diploma/GED or equivalent, advanced level of training with MS Office. Intermediate computer skills (i.e.: tables and graphics). Responsible for the completion of training plans for Level 1 and 2 advocates. Trained to identify learning styles and alter training based on the need of a trainee. Ability to assess employee’s retention and performance during the training period. 

Qualifications:

1. Knowledge of basic mathematical applications.

2. Proficiency of the English language, sentence structure, proper grammar and spelling of words.

3. Ability to speak using proper grammar to effectively communicate and convey business principles to members.

4. Ability to handle a variety of tasks and appropriately prioritize throughout a business day.

5. Knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and PowerPoint.

6. Basic knowledge of progressive technology.

7. This position requires National Mortgage Licensing System (NMLS) registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z.

Availability: Monday through Saturday, as scheduled.

Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk about inside the branch. Bending is also sometimes required to reach low cabinets and drawers.

2. Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.

3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.

4. Lifting: The ability to occasionally lift up to 25 lbs. is required for this position.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an “employment at will employer.”