Member Relationship Advocate

**PRIMARY FUNCTION**:
**ESSENTIAL DUTIES & RESPONSIBILITIES**:

- Actively seek and make lending, investment, and mortgage referrals.
- Meet or exceed established sales, balancing, and member service goals.
- Seek and maintain an understanding of loan products, review member’s relationships and communicate products that could meet their needs
- Respond to member inquiries regarding the operation of depository and loan accounts, access to services, adding or changing service features on various accounts, and assisting members in making the most effective use of service offerings. Examples of these duties include, but are not limited to:

- Responding to account balance, transaction inquiries, and rate shopping requests
- Processing a variety of transactions including account transfers, cashier's check requests, and loan payments
- Opening new memberships/accounts, as well as, closing accounts
- Processing check orders
- Researching and responding to fee refund requests
- Utilizing Transaction Warehouse to research ACH deposits and rejected payments
- Placing stop payments on drafts
- Performing opt-in maintenance of checking accounts
- Utilizing dSave and CorpOne to research statement and check copies
- Providing information about wire requests or rejections
- Requesting account adjustments to correct errors on accounts
- Perform maintenance and research on Visa Check Cards, including, but not limited to:

- Issuance of cards and/or PINs
- Activation
- Blocking/Unblocking cards
- Velocity limit increases
- Researching card declines
- Providing travel notifications
- Perform maintenance and research on Visa Credit Cards, including, but not limited to:

- Issuing replacement cards
- Activation
- Verifying suspected fraudulent transact ions
- Blocking/Unblocking cards
- Research card declines
- Make payments
- Perform temporary credit line increases
- Providing travel notifications
- Performing address changes
- Researching statement and transaction history
- Assist members with electronic paperwork, including, but not limited to:

- Address changes
- Fraud and Dispute paperwork for VCC, Draft, and ACH transactions
- ATM Complaint or Loss Affidavit
- Internal Transfers
- ACI Authorizations
- Stop Payment for ACH and drafts
- Wire Requests
- Be experts in member banking technology, including, but not limited to:

- Online Banking
- Touch Tone Teller
- Text Message Banking
- Mobile Banking
- Finance Works
- Account-to-Account Transfers
- Operate CRT terminal to accurately post transactions, open and service accounts, access account information, and update member account information.
- Promote a favorable image of and goodwill for the Credit Union in the community. Other duties as assigned by management.

**SUPERVISORY RESPONSIBILITIES**:
No requirement.

**PERFORMANCE STANDARDS**:
**QUALIFICATION REQUIREMENTS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual will either need to transfer or obtain a Nationwide Mortgage Licensing System & Registry (NMLS) number to comply with lending guidelines and regulations with respect to Notre Dame FCU home equity products.

EDUCATION AND/OR EXPERIENCE:

- Bachelor’s degree preferred, however, an extensive financial institution background may be substituted.
- Must have a minimum of one (1) year experience in retail lending sales, with proven track record of meeting goals preferably in the origination/servicing of consumer loans at a financial institution. Intermediate level computer proficiency/keyboard skills and knowledge of loan origination software is required.

LANGUAGE SKILLS:
Qualified individuals must be able to read and interpret documents such as credit bureau reports, debt to income ratio reports, technical procedures, government regulations, as well as policy and procedure manuals. The ability to write routine reports and correspondence is required, along with the ability to speak effectively with borrowers and other partners of the organization.

MATHEMATICAL SKILLS:
A qualified person must be able to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exits. This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. In addition, this person must be able to compute rates, ratios and percents, to draw and interpret bar graphs, and to interpret a variety of instructions furnished in written, oral, or diagrams.

REASONING ABILITY:
A qualified person must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety