Member Advocate III-Main (Sr. Counselor)

Title : Member Advocate III (Sr. Counselor)

Revised : 05 / 04 / 2025

Salary Grade : Non Exempt Reports to : Member Relationship Manager

Department : Member Relationship Center # Supervised Staff : 0

Mobile Device Eligible : No Laptop Eligible : No

The Member Advocate III delivers extraordinary service while encouraging members and non- members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate III proactively suggests appropriate products and services to help members better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

• Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.
• Accurately process new accounts for new and existing members and perform maintenance on members' accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing
• Ask open-ended questions to uncover additional opportunities to save members money and / or time by reviewing accounts and reports as well as making outbound calls to increase member engagement
• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to, cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries.
• Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.
• Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Assists Member Relationship Center leadership with training, operations, vault responsibilities. Ensures employees perform in a safe and sound manner and deliver an extraordinary service experience for all members. Responsible for Member Relationship Center operations in absence of manager or assistant manager.
• Performs other duties as assigned.
• Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Success defined by current service benchmark (such as member satisfaction surveys, basic courtesies and observation).
• Assigned expectations and objectives, as identified in the Success Plans, are met and / or exceeded.
• Management and employees are assisted as needed, contributing to a "team" atmosphere.
• All WFCU policies and procedures are followed and guidelines are consistently applied and maintained. Operate within the acceptable ranges of the balancing and quality of work parameters.
• All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. (i.e. security, member identification and fraud prevention).
• Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures.
• Work according to schedules and department attendance guidelines. Need may arise whereby this position may provide coverage at another Member Relationship Center.

Specialized or Technical Knowledge and Skills :

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and / or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.