Members Choice Credit Union (Houston, TX) · 7 hours ago
E-Branch Member Advocate Team Lead
Lake Jackson, TX
Full-time
Onsite
Mid, Senior Level
3+ years expMembers Choice Credit Union is seeking an E-Branch Member Advocate Team Lead to provide excellent member service while resolving issues and answering questions for members and associates. The role involves supervising the team, maintaining member account information, and promoting credit union products and services to meet members' financial needs.
LendingFinanceCreditFinancial Services
Responsibilities
Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union
Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services
Answer 40-80 calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members
Cross-sell Credit Union products and services to meet members í n needs, logging referrals appropriately and in a timely manner. May include inbound and/or outbound calling
Maintain and open new memberships online; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation
Maintain member account information and perform all types of account transactions and maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance
Assist Manager in creating and maintaining a cross selling culture to meet production goals within the Solution Center while utilizing service calls as opportunities to promote credit union products and services to ensure efficient service delivery and high-quality member service
Assist management with team meetings/huddles, employee coaching, branch audits, and actively participate in strategic goals for organization
Cultivate and maintain appropriate relationships with members and co-workers
Completes all mandatory compliance testing, implements credit union policies and procedures related and required by state and federal regulations. Including Bank Secrecy Act, SAR and CTR reporting
Actively participate in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and member centric strategy
Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide a high level of service to members and recommend solutions
Maintain professional appearance in accordance with established dress code
Maintain regular and predictable attendance
Participates in community relation activities and groups to represent the Credit Union
Performs other related duties as required and assigned
Qualification
Required
Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union
Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services
Answer 40-80 calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members
Cross-sell Credit Union products and services to meet members' needs, logging referrals appropriately and in a timely manner. May include inbound and/or outbound calling
Maintain and open new memberships online; issue/order Debit cards, explain various account and ownership options, provide the necessary counseling to meet member's needs, and obtain the required information and documentation
Maintain member account information and perform all types of account transactions and maintenance including but not limited to fraud claims, loan maintenance and decedent account maintenance
Assist Manager in creating and maintaining a cross selling culture to meet production goals within the Solution Center while utilizing service calls as opportunities to promote credit union products and services to ensure efficient service delivery and high-quality member service
Assist management with team meetings/huddles, employee coaching, branch audits, and actively participate in strategic goals for organization
Cultivate and maintain appropriate relationships with members and co-workers
Completes all mandatory compliance testing, implements credit union policies and procedures related and required by state and federal regulations. Including Bank Secrecy Act, SAR and CTR reporting
Actively participate in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns, stays current on policies, procedures, services and member centric strategy
Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide a high level of service to members and recommend solutions
Maintain professional appearance in accordance with established dress code
Maintain regular and predictable attendance
Participates in community relation activities and groups to represent the Credit Union
Performs other related duties as required and assigned
Provides best of class, Member Centric service
Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
Ability to be resourceful with employees, members, and prospective members
Strong professional verbal, written communication skills and creative thinking abilities
Ability to identify members banking issues and needs to promote products and services that ensure member financial goals are met
Ability to make decisions, use judgment within proper authority levels and assume responsibility for results
Promote a collaborative, cooperative and productive work environment
Knowledge in relevant software includes Microsoft Office, Word, and Excel
A high school education or GED
Three or more years of work experience, bank, or credit union, in a similar position
While performing the duties of the job, the employee is regularly required to stand for long periods at a time, sit, walk, use hands to touch, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear
The vision requirements include: close vision and ability to adjust focus
The mental demands include: detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks and constant interruptions
Nature of position requires physical mobility and ability to lift a minimum of 50 pounds
Must have flexibility to deal with changing work hours and locations as needed
Company
Members Choice Credit Union (Houston, TX)
Members Choice Credit Union is a full-service financial institution based in Houston, Texas. We have been in business for over 80 years.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Luke Billeri
President & CEO
Recent News
Business Journals
2023-06-20
2023-03-04
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