Member Success Advocate

4 days ago

Jacksonville, Florida, United States RADIFI FEDERAL CREDIT UNION Full time
Job Description

RadiFi Federal Credit Union is seeking a highly skilled Member Success Advocate to join our team. As a key member of our branch network, you will serve as a resource for new and existing member account and loan needs, as well as teller transaction requirements.

Key Responsibilities:

  • Member Service: Maintain extensive knowledge of all products and services to promote, refer, and cross-sell through a consultative needs-based approach.
  • Account Opening and Loan Processes: Perform a broad variety of member service, account opening, and loan processes, following member service procedures and standards to ensure consistency and high-quality service.
  • Product Knowledge: Develop extensive knowledge of all Credit Union deposit and loan products/services.
  • Branch Operations: Assist with maintaining, securing, and balancing cash machines, including ATM's, cash recyclers, and cash dispensers.
  • Customer Service: Consistently model RadiFi Credit Union Service Standards and Retail Behaviors standards in every interaction, greeting members, representing the Credit Union in a courteous and professional manner, and providing prompt, efficient, and accurate services.
  • Sales and Cross-Selling: Interview members/prospects, present RadiFi products and services that meet their needs for financial success, and sell and cross-sell all Credit Union products and services to members.
  • Loan Origination: Conduct loan interviews in a consultative manner, obtain all new or updated credit history, financial data, and any information necessary for a sound loan decision, and originate and close all loan types, including consumer loans, VISA credit cards, and home equity loans.
  • Payment Protection Products: Explain and sell all payment protection products so that the member realizes the benefit of the product.
  • Quality Assurance: Verify that all paperwork necessary to act on a loan is complete and available to underwriters, ensure quality assurance of new accounts and new loans, and properly archive all records and documentation.
  • Business Development: Attend outside business development activities and sales prospecting events as assigned, conduct outbound calling campaigns and sales calls as assigned, and be a mentor for Member Success Advocate I and II roles in cross-selling techniques and applying RadiFi service and sales standards.
  • Branch Expertise: Act as a branch subject matter expert (SME) on all loan and deposit products, be an expert in all of the Credit Union's product offerings, and assist members with the creation and maintenance of their online profiles.
  • Branch Operations: Fully functional as an opener and closer of the branch, responsible for remaining at the office after closing, as necessary, to ensure all balancing is complete for the branch.
  • Customer Service: Assist members with service inquiries, including debit cards, fraud, and dispute requests, stop payments, unauthorized ACH requests, deposit product rate reviews, name record file maintenance items, online banking, and IRA withdrawals and maintenance.

Requirements:

  • Experience: Six months to two years of similar or related experience, with consumer loan experience required.
  • Education/Certifications/Licenses: A high school degree or GED is required.
  • Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact, with a focus on motivating or influencing others.
  • Other Skills: Able to operate a 10-key calculator, typewriter, and computer keyboard, proficient in Microsoft products, and the ability to learn new systems and adapt quickly to changing technology.

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