Member Advocate (Full Time Onsite)

Utilities Employees Credit Union (UECU) is searching for an outgoing, friendly Member Advocate who is responsible for greeting members, opening accounts, provide problem resolution and act as a liaison between all departments and staff when required. Individual must have excellent communication and customer service skills.

Essential Duties and Responsibilities:

• Service members face-to-face and over the phone in a friendly and courteous manner. Assisting members with account changes, updates, opening accounts, and ordering checks.
• Provides members with accurate product and service information.
• Maintain an awareness of products and new service opportunities to communicate to members. Proactively participate in the cross selling of credit union products and services and actively refer to appropriate department.
• Enters transaction data on the Symitar system, or MRM, and reviews database to check status of accounts and verify information as needed.
• Balances own transactions daily, process checks received in accordance with policy and procedure, and provide documentation to Deposit Services.
• Prepares reports relating to the function such as Currency Transaction Report, Bank Secrecy Act. The Member Advocate also handle opening of replacement accounts due to fraud, ACH stop payments, reinstate bill pay and provide written correspondence for member requests such as letters of credit/guaranteed funds for purchases of real estate and car auctions.
• Maintains a professional, supportive, and positive relationship with the Member Services Team and all staff. May perform tasks in support of Deposit Services.
• Actively participates in Member Services staff meetings sharing ideas, suggestions and asking questions and assist with training needs.
• Maintains accurate records of all tasks completed.
• Is fully aware of all lobby safety, robbery, and member confidentiality policies and procedures.
• May provide backup to Member Services Manager due to absence.
• Maintain knowledge of and comply with established operating policies and procedures in order to maintain adequate controls and to support the Credit Union's adherence to outside regulatory requirements.
• Respond to inquiries from both internal and external members, within given timeframes and within established policy.
• Responsible for ensuring that all responsibilities of this position are performed in compliance with provisions of the Bank Secrecy Act (BSA), USA PATRIOT Act, and all other applicable federal, state, and local laws and regulations.

• Ensure that UECU's business standards are met by exemplifying the Credit Union's Vision, Purpose and Values toward co-workers, members, and our community.
• Display conduct that reflects inclusion during work hours whether in the office, working remotely, or on company business

• Responsible for adhering to the expectations set forth in the UECU Remote Work Policy, which can be found in the Employee Handbook.
• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Education and Experience:

• High School Diploma or equivalent with training in basic math.
• A minimum of three years of customer service experience involving face-to-face and/or telephone contacts in a credit union and/or financial services field.
• Must be familiar with checking account procedures, handling IRA accounts, opening and closing various types of accounts and be familiar with regulatory compliance for these areas.

Work Environment and Physical Requirements:

UECU values inclusion for all employees. We are committed to collaborating with employees to reasonably accommodate them in accordance with the Americans with Disabilities Act (ADA) and other applicable laws for disclosed physical or mental limitations of the employee to perform the essential functions of the position. This position functions in a professional office environment. This role routinely uses standard office equipment such as laptop, phone, and printer. Physical ability to perform job responsibilities requires prolonged sitting. The person in this position needs to occasionally move about the office building. This individual frequently communicates with co-workers, members, and/or visitors throughout the day, either in person, over the phone, or through email, and they must be able to exchange information, research, answer questions, and/or inform others on a regular basis.

Our Credit Union embraces a culture of empowerment, inclusion, and belonging by valuing the diverse qualities and contributions of employees and those we serve.