Financial Advocate

At OnPath Federal Credit Union, we share a passion for delivering exceptional service. Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you Voted eight years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation and Sick Time, and more

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are. SCOPE: As an E.P.I.I.C. Team Member of OnPath FCU, you will play a vital role of delivering the member experience every day to over 50,000 members Making a difference in peoples‘ lives is just the start as you will be entrusted with the knowledge of how to help them with their finances while contributing back to the community you live in. PRIMARY FUNCTIONS: If you are reading this job description, we want you to know that at OnPath Federal Credit Union, we look for team members who love to learn, have a passion for helping the people in their community, passionately display a desire to build rapport, offer personalized financial services, and expand relationships with members. Quite honestly, if this is not you, then our experience tells us that you are going to struggle with this new career choice. As a Universal Financial Advocate, it will be your responsibility to create a memorable experience for each member that you encounter. You will be expected to set the standard of service during each interaction that makes the member feel respected and important. There will be times where you will need to take ownership for your members needs from the time that member enters a branch, calls on the telephone, or interacts with the credit union digitally, by personally assisting them or directing them to a Lending Advisor. You will have the opportunity to set a standard of service for our members from the time you answer a call, interact via secure chat, or respond to an email. You will have to work hard to achieve your goals and understand the metrics we use in measuring our performance. That hard work will pay off as you find yourself being supported by a team that looks to help you become successful and then celebrates those successes with you both financially and at various celebrations during the year Each time you assist a member by answering questions, educating on processes and procedures, solving problems, and correcting errors, they create a lasting impact and empowerment in our members, thus supporting our mission of being financial advocates for our members and the communities we serve. We also need your help with creating experiences by providing engaging member service to our members virtually through the interactive Teller Machine (ITM). It‘s a really cool technology All this includes, but is not limited to, handling requests for balance information, transfers, deposits, loan payments, account research, product information, and member service on deposit and loan accounts. All these responsibilities will be new skills for you to learn and master as your career grows. Finally, you will be challenged to seek out opportunities to expand our member‘s relationship with the Credit Union through member education as well as product and service solutions tailored to each member‘s needs. This role provides you with the support to be able to handle requests of varying degrees of complexity; some routine in nature and others that require more extensive research and problem resolution skills to identify and resolve issues. (You are going to feel a lot smarter and impress your friends when you get this skill set mastered) Please do not take this position lightly as we are very serious about the work we do and the opportunity to impact members‘ lives. All said, you will be challenged to be flexible and work hard every day knowing that great personal satisfaction and different rewards will be the outcome. You are starting a whole new career path Let‘s talk quickly about your future. This opportunity is a great place to start or spend 20 years serving members. That‘s up to you. The financial industry, which includes credit unions and banks, are full of opportunity. As you find success as a Universal Financial Advocate, you will be preparing yourself for such opportunities as:

• Senior Financial Advocate
• Department Lead
• Lending Advisor
• Mortgage Department
• Consumer Lending
• and many, many more

KEY AREAS OF RESPONSIBILITY: We are going to be honest. There is a lot here to think about. Take a close look at all your new responsibilities and the opportunity to grow professionally. Don‘t forget, we are here for you. Your success is our success and most importantly that translates into an impactful organization as we serve our members. You can do this All the stuff we do for our members and need your help include:

• Greeting members, routine tasks such as processing deposits, withdrawals, and accepting payments.
• Fully understands how to properly complete documents for accuracy as it relates to account opening, loan closing, IRAs, disputes, account changes, and any other form related to membership changes.
• Keep your leader up to date of needs and or issues that may arise.
• Can work to achieve goals that are set by the organization, individually and collectively.

• Resolves member issues following procedures and processes in place but will use initiative and judgment in the absence of specific direction from management.
• Responsible for taking ownership of the member experience and finding a resolution for our member and can judge whether and member interaction, whether in person or by phone, needs to be escalated for it to be resolved. Follows escalation path to maximize efficiency.
• Has working knowledge of online/mobile banking, bill payer, XP2, debit card and credit card services.

• Maintain the security of the work area and keep it organized and neat in appearance and maintains knowledge of state and federal regulations that guide compliance regarding transactions.
• Identify cross selling opportunities to deepen the member relationship and become proficient in sending referrals to respective departments for follow up.

• Answers the secure chat lines and interacts with members in a professional manner.
• Helps answer member service emails using existing protocols.
• Encourage and develop cooperation among peer members to ensure a ‘team effort‘ and commitment to the established Service Expectations.
• A Financial Advocate is perceived as a positive role model. Leads by example, takes initiative, and is open to change.
• Help create a positive and consistent attitude by owning issues and following up when necessary.
• Participate in continuing education as approved by your leader.
• Holds self and others accountable for professional and ethical behavior as defined by OnPath Federal Credit Unions mission, culture, and values. Continually works to expand knowledge of what goes on in other parts of the credit union.
• Communicates with clarity and direction, and provides frequent exchange of direct, consistent, constructive feedback. Resolves conflict, recommends solutions, and monitors their progress. Maintains positive relationships, shares credit for accomplishments, celebrates success of others, and takes responsibility for mistakes.

• Promote and maintain a positive image of the credit union to peers, members, and the community.
• Maintain professional, respectful, persuasive communication and a courteous attitude when working with internal and external members.
• Keeps promises and commitments, earns and maintains trust of others by acting consistently with words and actions. Is seen as direct and truthful by providing straight, honest feedback. Keeps confidence, and is dedicated to the highest standards of integrity, honesty, and trust.

• Abides by OnPath FCUs commitment to a Sales and Service Culture. Works toward meeting sales goals and service commitments (Score Cards), and external and internal core behaviors.
• Agrees to stay informed on OnPaths products and services to provide the right product to the right member at the right time for the right reasons.
• Participate in community outreach by volunteering to work at the different volunteer opportunities presented throughout each year.
• And a bunch of other stuff as we are constantly coming up with new ideas. (This is where we say, Other duties as assigned)

Community: (We all here at OnPath love to give back to our community)

• Participate in community outreach by volunteering to work at the different volunteer opportunities presented throughout each year.
• Actively market SEG membership to businesses in the branch managers immediate territory. Participate in SEG sign ups with Business Development as needed.

BASIC REQUIREMENTS: (Just some general skills you need to have to be successful)

• It‘s important that you have an established history of working well with others.
• We need you to have done well in school with excellent oral and written communication skills. You must possess the ability to read and write effectively.
• You are going to need strong problem-solving skills.
• Getting along with your team members is a must This means you should have the interpersonal skills necessary to relate to and empathize with others.
• While we get a lot of holidays off and you get paid vacation time you must be available to work Monday thru Saturday with some flexibility. We must be available when our members need us.
• We would like you to have a high school diploma, some college preferred; and previous sales and customer service experience with a proven track record of success in selling and cross-selling products and services.
• In the first 90 days will ask you to have a successful completion of the credit union‘s training program. Don‘t worry, we will help you

And now some stuff that is just important for you to know about your new opportunity PHYSICAL DEMANDSThe 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 this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds. DISCLAIMERS AND WORK ENVIRONMENTNothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OnPath FCU is an EOE/M/F/Disability/Veteran. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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