What are the responsibilities and job description for the Member Wellness Coach position at UNIVERSITY CREDIT UNION?
JOB SUMMARY
Delivers on University Credit Unions CHAMPION Values to deliver exceptional service and financial guidance to members across in‑person, phone, and virtual channels. This role serves as a trusted advisor, helping members achieve financial success through consultative conversations, accurate transaction processing, and deep knowledge of credit union products and services. The Member Wellness Coach is responsible for resolving routine and complex requests, supporting operational excellence, and contributing to a positive, high‑performance team environment.
LOCATION
On-site Abilene, TX
ABOUT UNIVERSITY CREDIT UNION
Founded in 1951 by a group of UCLA employees, University Credit Union (UCU) has been committed to providing the university community with a financial advantage for over 70 years. What started as a small, on-campus credit union has since expanded its reach to universities across the country. Today, UCU exclusively serves the higher education community, offering products and services that are tailored to their unique needs.
UCU’s mission is simple: to empower every member of the university community to achieve financial success. We do this by offering conflict-free, unbiased financial advice from certified coaches and
providing some of the lowest rates in the nation on auto loans, credit cards, consumer loans, and HELOCs—consistently ranking in the top 5% of all federally insured financial institutions.
With a strong foundation for growth and a clear focus on the future, UCU continues to be a trusted partner, dedicated to delivering the financial tools and support needed to help give our member-owners a financial advantage.
KEY DUTIES AND RESPONSIBILITIES
1. Member Service & Relationship Building
a. Deliver outstanding service across all channels, ensuring first-contact resolution whenever possible.
b. Engage members in needs-based conversations to identify goals and recommend appropriate products and services.
c. Provide face-to-face and virtual consultative service by assessing needs and offering tailored financial solutions.
d. Proactively follow up on member inquiries and open items through full resolution.
e. Promote credit union products and services to deepen relationships and support financial wellness.
2. Account Servicing & Operational Support
a. Accurately process savings, checking, IRA, consumer loan, and real estate loan transactions.
b. Support account servicing activities including new memberships, additional share accounts, address changes, check orders, card requests, and product add-ons.
c. Process loan applications and fundings accurately and in accordance with procedures.
d. Investigate, troubleshoot, and resolve routine and complex account issues with professionalism.
e. Conduct advanced research on accounts and ensure complete, compliant documentation.
f. Maintain comprehensive knowledge of products, services, and department procedures.
3. Branch Operations & Teller Functions
a. Assist members with monetary instruments such as cashier’s checks and money orders.
b. Process teller transactions, including cash deposits/withdrawals, check deposits, and wire transfers.
c. Maintain cash drawers, negotiable items, and perform vault custodian duties if assigned.
d. Open and close the location independently (single custody), maintaining secure alarm access.
4. Compliance & Regulatory Responsibilities
a. Ensure adherence to all organizational, regulatory, and compliance guidelines, including BSA.
b. Complete all assigned compliance training.
c. Obtain and maintain NMLS certification.
d. Achieve CCUFC certification within six months of employment.
e. Obtain and maintain Notary Public commission; support member notary requests.
5. Collaboration & Professional Development
a. Collaborate effectively with team members and contribute to a positive, high-performance workplace culture.
b. Serve as a branch liaison with support departments when needed.
c. Assist with onboarding, mentoring, and cross‑training of team members.
d. Stay current with policy and procedure updates; maintain advanced product knowledge.
e. Begin specialization in savings, IRAs, consumer loans, and real estate loans.
f. Identify opportunities to enhance member experience and operational efficiency; escalate suggestions to leadership.
6. Growth & Other Responsibilities
a. Support the Growth Department by participating in on‑campus and community events, including in‑person and virtual workshops.
b. Represent the credit union professionally while educating members and communities on financial wellness.
c. Recommend and support strategies to streamline processes and improve organizational efficiency.
d. Perform other duties as assigned.
Qualifications:KNOWLEDGE & SKILLS
EDUCATION/CERTIFICATION: High school diploma or equivalent; associate or bachelor’s degree in business, finance, or a related field preferred.
Complete UCU certification requirements.
REQUIRED KNOWLEDGE: Basic knowledge of Credit Unions.
Strong consultative skills, with the ability to identify member needs and recommend appropriate financial products and services.
EXPERIENCE REQUIRED: 1–3 years of experience in financial services, banking, credit unions, customer service, or a related member‑facing role.
SKILLS/ABILITIES: Demonstrated ability to deliver excellent customer/member service in fast‑paced environments.
Excellent oral and written communication skills.
Well organized.
Attentive to detail.
Must be a proactive, self-starter and motivated with excellent time management skills
Able to manage multiple initiatives while able to work independently at our campus Advisory Centers and Banking Hubs
UCU’s commitment to diversity, equity, and inclusion:
Diversity, equity, and inclusion play a key part in our dedication to give everyone in the university community a financial advantage. From students, staff, faculty, and alumni, our member-owners are individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural backgrounds, and experience to UCU to align with them. We are dedicated to building trust and understanding with each of our member-owners. We accomplish this by building a community that embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in Team UCU.
University Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
ADA Requirements:
Physical Requirements
If based remotely, may be required to travel up to 20% of the time to the UCU HQ in Los Angeles, so must be able to travel and move within buildings to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including a computer, telephone, copier, and calculator. Must be able to routinely perform work on a computer for extended periods daily. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance that aligns with the pacific time zone.
Working Conditions
If working onsite, must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. If working remotely from a home office, must be able to work in a separate, quiet area, for extended periods on a computer.
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 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.
This Job Description provides a general summary of the position available and is not intended to be exhaustive. It does not form and should not be interpreted as forming, a part of any contractual or non-contractual terms & conditions of employment.