Member Advocate Team Lead

General Job Description

The Member Advocate Team Lead is responsible for providing excellent member service and accurate processing of financial transactions, resolving issues and answering questions for members and associates; identifying and suggesting financial services that would fit our member’s financial needs. This role includes supervisory duties and assisting the manager with all branch management including scheduling, coaching, branch production goals, and backup when needed.

Essential Duties & Responsibilities

• Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards
• Provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services within established levels of authority
• 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, process loan applications, including pulling credit and reviewing 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
• Complete all mandatory compliance testing, implement 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, stay 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
• Participate in community relation activities and groups to represent the Credit Union
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT

Essential Job Requirements

• A high school education or GED
• Three or more years of work experience in member service, financial services or similar position preferred
   
   

Skills/Abilities

• Provide exceptional member service
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to make decisions, use judgment within proper authority levels and take accountability for results
• Knowledge of relevant software including Microsoft Office products

Physical/Mental Requirements of the Position

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.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to deal with changing work hours and locations as needed.