Member Advocate (Banker)

Essential Functions

• Embraces the Embold Experience including our Mission and Vision Statements, Core Values and service standards.
• Member Advocates will provide a variety of member-focused solutions which at times may include account transactions (i.e. deposits, withdrawals, check cashing, loan payments, account transfers, fraud reports, account inquiries, account maintenance).
• Interview loan applicants, explain loan options, rates, terms, and collateral requirements.
• Resolve loan application problems, addressing credit report problems, low salary levels, and high debt ratios.
• Make notes in Credit Union Core Systems to ensure that all necessary loan information and documentation is provided to underwriting, noting potential red flags and underlying risks.
• Open new member accounts, explaining the features and benefits, to build long-term banking relationships.
• Process member requests ensuring accuracy and complete satisfaction.
• Handle member transactions when the ITM’s are down.
• Responsible for keeping cash drawer limits within guidelines.
• Buy or sell cash, keeping within limits, and ensuring dual control at all times.
• Balance checks and cash totals during down times and at the close of each business day.
• Notify Manager any time out of balance. Adhere to the Cash Drawer/Balancing Standards.
• Verify transactions; examine documents for endorsement, negotiability, and potential red flags, to ensure compliance.
• Process fraud paperwork requirements with the member and forward to the appropriate department.
• Follow procedures for all required Bank Secrecy Act (BSA) reporting.
• Using account resources, refer or cross-sell products and services that benefits the member.
• Meet or exceed sales and service goals, contributing to branch and member growth.
• Maintain a high level of knowledge of Credit Union internal controls, compliance, laws, regulations, guidelines, policies and procedures in the area of responsibility.
• Proficiency in using basic computer operating systems, word processing tools, email platforms, internet functionality, and Credit Union core systems.
• Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union.
• Advise manager of any atypical situation that could pose a threat, risk or loss to the Credit Union
• Establish and maintain productive and effective working relationships with the Embold team.
• Perform other duties and responsibilities including departmental and individual goals and objectives as assigned.

Competencies:

• Communication / Teamwork
• Job Knowledge
• Member / Market Focus
• Analytic / Critical Thinking
• Professionalism
• Priority Setting / Time Management
• Attention to Detail
• Product Knowledge

Other Expectations:

• Participation in community and/or volunteering events preferred.
• Continual understanding, applied knowledge of, and adherence to the Bank Secrecy Act and all federal, state, and local financial regulations and reporting.
• Ongoing professional development – must complete the annual required courses and trainings; must meet expectations on Performance Evaluations and Behavioral Expectations.
• Must complete annual training on the SAFE ACT and meet testing requirements.
• This position requires NMLS registration at the time of employment.  Embold Federal Credit Union will initiate the NMLS registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.

Management Scope:

• Has no supervisory/managerial responsibilities.

Interpersonal Skills:

• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Independent Judgement:

• Specific standards and operating procedures provide some options and latitude for independent decision and action. The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help. Decisions are usually limited to choosing between two or three known options. Decisions normally take the form of recommendations or giving input.

Mental Complexity:

• Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options. Generally, average transactions and tasks can take between 15 minutes and 30 minutes.

Organizational Impact:

• Has little or no noticeable authority to make decisions or responsibility to generate results that would impact the overall company goals and objectives and would not have budgetary responsibilities. The impact of the job would generally effect the services or product, which an individual member or employee would receive.

Potential for Error:

• Limited supervision and inspection of work. Errors can be difficult to detect and resolve and/or the consequences of potential errors can be of significance including, but not limited to lawsuits, lost assets or revenue of a significant value or poor external audit.

Physical Requirements:

• Perform primarily sedentary work with limited physical exertion and lifting up to 10lbs regularly; on occasion lifting up to 30lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment; e.g. computer, telephone, scanner, copier, facsimile, and calculator.
• Must be able to sit or stand for long periods of time.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable and timely attendance.

Working Conditions: 

• This job operates in a professional environment.
• Days and hours of work will be established to cover office operations, typically ranging Monday through Saturday.
• Must be able to work extended hours whenever required or requested by management.
• This position may be required to travel to other branches for coverage, and to all staff meetings.
• Potential exposure to hazards, i.e. robbery, etc.

Mental and/or Emotional Requirements:

• Must be able to perform job functions independently and work effectively as part of a team.
• Must be able to plan and direct the work activities of self and others.
• Must be able to read and carry out various written and oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic financial calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.