Member Advocate 3

Purpose

Provide professional, friendly, and quality service to Old West Federal Credit Union members. Facilitate the receiving and paying out of funds while keeping records of money and negotiable instruments involved in various transactions. Perform account services and process loan requests while maintaining internal controls.

Essential Functions

• Basic skill in operating a telephone, coin machine, scanner, fax machine, ten-key/calculator, currency counter, copier, drive-up equipment, ATMs, cash recyclers, and general office supplies.
• Basic computer skills such as Email, Microsoft Office products, Internet, and typing proficiency. Understanding of computer transactions with the ability to read histories and interpret account activity.
• Educate existing and potential members on products and services and all eligibility requirements.
• Deepen member relationships by applying active listening to determine member needs and promote and cross-sell Old Wests products and serves where appropriate.
• Handle all account functions with a high level of accuracy, such as: ensuring completeness and accuracy of account documentation and computer input, conducting all member verification measures (ID Verification, OFAC, Qualifile), pull and analyze credit reports where required, review documents for legality, ensure any information is whole and accurate, determine if qualifications are met for a checking account and debit card, perform account maintenance and modifications as necessary, process account closures, etc.
• Handle all loan functions with a high level of accuracy, such as: possess knowledge of loan products and requirements, conduct loan interviews, process loan requests, ensure completeness and accuracy of loan documentation and computer input, pull and analyze credit reports to determine member qualifications, perform collateral inspections and obtain accurate collateral valuations, submit documentation to the DMV, present loan packages to loan committee for approval/denial as required, prepare loan documents, obtain accurate signatures, disburse loan funds, process paid off loans, take appropriate and timely action, etc.
• Accurately review new account or consumer loan files and perform monthly quality control and daily new account and loan audits.
• Handle all teller transactions with a high level of accuracy, such as: deposits, withdrawals, transfers, cash advances, loan/visa payments, check cashing, line of credit advances, official checks, money orders, wire forms, stop pays, gift cards, posting ATM deposits, night drop, GL postings, safe deposit box transactions, and other inquiries.
• The ability to accurately complete change of address forms, assist members with online banking inquiries, scanning in checks and daily work, MVI & Laserfiche scanning and research, check ordering, appropriate research, filing procedures, account closures, conduct file reviews, etc.
• Handle more complex transactions and details around account maintenance, security protocols, business deposits, loan payments, travel cards, wires, coin machine, cash recycler, debit card fraud, check fraud, signs of account fraud or of elder abuse, ATM procedures, bill pay, insurance tracking, deceased member procedures, IRA deposits and withdrawals, overdrafts, creating temporary checks, vault, supply ordering, etc.
• Handle and follow-up on the under 30-day delinquent collection calls and document appropriately on the computer system.
• Determine acceptability of negotiable items as stated in our teller policies and procedures to examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments, and the legality of the documents.
• Consistently meet production goals and debt protection expectations.
• Assist members in identifying and resolving issues or problems in a timely and accurate manner. Follow up to ensure the issue has been resolved.
• Answer the phone by the second ring in a welcoming and professional manner.
• Prepare and disseminate reports within specified timeframes, if requested or required.
• Assist with branch certifications, if requested or required.
• Satisfactory completion of all credit union trainings, all required trainings to obtain lending authority, and new accounts and loans training.
• Serve on committees and attend meetings as requested.
• Become and serve as an Oregon Notary Public.
• Lead by example to foster an environment that is supportive of the Credit Union's values and represent the Credit Union with a high level of integrity and professionalism.
• Contribute to the Credit Union's efforts to influence our local communities through maintaining professional relationships and participating in community and business development activities.
• Determine and obtain the proper equipment, facilities, and materials needed to complete a function.
• Adhere to all teller policies and procedures in regard to transactions, cash handling, negotiable items, etc.
• Adhere to all federal, state and/or local regulations, Credit Union policies and procedures, and other compliance obligations.
• Proficiency in all other areas covered in the Member Advocate 1-2 Job Descriptions.
• Perform other duties as assigned.

General Knowledge & Skills

Basic Skills

• Active Learning - Complete all Credit Union required trainings as well as become knowledgeable in BSA, OFAC and Customer Identification regulations.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Speaking - Talking to others to convey information effectively both in person and over the phone.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience. Respond to e-mail communication promptly and professionally.
• Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective branch, local, state, or national security operations for the protection of people, data, property, and institutions. The ability to maintain confidentiality of sensitive information is crucial.
• Time Management - Managing one's own time and appropriately tracking it in the designated Time and Attendance program.

Social Skills

• Member and Personal Service - Knowledge of principles and processes for providing member and personal services. This includes member needs assessment, meeting quality standards for services, and evaluation of products and services that will benefit a member with effective cross-selling skill.
• Communication - Strong written and oral communication skills along with the ability to project a professional image while giving and taking information in writing, in person, and over the phone.
• Coordination - Effective interpersonal skill with the ability to work with individuals and groups at all organization levels, independently or as part of a team.
• Instructing - Training and assisting other team members in functions or areas in which your skillset is broader.
• Negotiation - The ability to productively work through inter-personal conflict to come together and resolve issues.
• Service Orientation - Actively look for ways to help our members and service our communities. Ability to articulate a product or service that will benefit a member through the utilization of needs-based selling.
• Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services.

Education

1. High School Diploma (or GED or High School Equivalence Certificate); and

2. Minimum of one (1) year of member/customer service, teller services or retail experience; and

3. Preferred, six (6) months experience working as a Member Advocate 2; and

4. Must be bondable.

Work Context

Body Positioning

• Time Spent Making Repetitive Motions - consistent all-day use (e.g., keyboard strokes, twist motions to access teller drawer, cash counting, etc.)
• Time Spent Sitting - approximately 20% of the day
• Time Spent Standing - approximately 80% of the day standing at teller window

Vision: Ability to effectively use a computer screen, interpret printed materials, including denominations, and other appropriate paperwork.

Lifting/Carrying: Ability to lift, carry, and transport cash drawers, coin, cash dispenser cassettes, files and office supplies.

Stooping/Kneeling: Ability to access files/stock supplies in high or low cabinets and shelves.

Reaching/Handling: Ability to input information into computer systems and retrieve and work with appropriate paperwork, equipment, and supplies. The use of one's hands is an all-day consistent need.

Conflictual Contact: Deal with unpleasant or angry members on a limited basis and not past a certain degree of escalation.

Environmental Conditions: Ability to concentrate in an environment with background noise.

Pace and Scheduling: Ability to work in a fast-paced environment. Transactions are expected to be conducted swiftly and accurately.

Work Setting: Indoors with an environmentally controlled temperature.