Member Advocate 1

3 weeks ago

Barre, United States NorthCountry Federal Credit Union Full time
Role:

Support the credit union's vision of being the community's most loved financial institution, and its mission to make people's financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union's core values in all interactions.

Interactions will involve account transaction processing, account opening, account closing, account research, answering member questions, and providing accurate information regarding credit union products and services.

Essential Functions & Responsibilities:

1. Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs.

2. Be proficient in all teller transactions, including deposits, withdrawals, transfers, loan payments (including Visa), cashier's checks, and wire transfers. Understand and apply proper procedures to open and close accounts (all share types) and be familiar with IRA rules and regulations. Become cross-trained in all vault management.

3. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations.

4. Make decisions that align with the credit union's core values while adhering to policies and procedures.

5. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned.

Performance Measurements:

1.

Attention to detail - The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

2.

Member Focus - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc.

3.

Problem Solving - The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.

4.

Teamwork & Cooperation - The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted.

5.

Confidentiality - The ability to preserve sensitive and important information or data. Confidential information is not revealed outside of the company, except as necessary in the ordinary course of business.

Knowledge and Skills:

Experience

One month to twelve months of similar or related experience.

Education

A high school education or equivalent.

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills

Good computer and communication skills.

Physical Requirements

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