Member Advocate (Temporary)
$68,640–$101,920 year
On-siteSan Francisco, California, United States
Job Summary
Maintain ongoing product and service knowledge to identify member needs through needs-based conversations, follow-through, and outreach. Meet or exceed individual and branch product sales goals by proactively recommending solutions and ensuring satisfaction. Research and resolve basic member inquiries related to all Credit Union accounts, products, and services while performing accurate transactions by standard operating procedures. Educate members on self-service options and complete assigned reports, tasks, and projects within established guidelines. Partner with branch leadership and cross-functional departments to maintain operational integrity while mitigating risks. Actively participate in business development activities such as community events and local partnerships to build relationships and generate new membership opportunities. Perform other work as requested by the Branch Manager.
Required Qualifications
- High school diploma or general education degree (GED)
- Flexibility to work at other branch locations as business needs require
- Must be a team player, seeking to collaborate
- Outgoing/Personable/Persuasive/Influencing
- Ability to quickly learn and effectively use financial systems, software, and digital tools to support members and complete daily responsibilities
- Proficient in Microsoft Office products
- Possess strong interpersonal skills, including the ability to build trusting relationships
- Act as an advocate for our members
- Ability to manage time efficiently; enjoy being productive
- High emotional intelligence – Empathetic
- Possess and demonstrate active listening skills
- Demonstrates critical thinking and effective decision-making skills
- Ability to work effectively in a high paced environment
- Anticipates needs – Takes a consultative approach to problem resolution
- Have a sense of ownership and think like an owner; is solution-oriented
- Is a self-starter; willingness to take initiative
- Demonstrates strong learning agility and courage to seek out assistance
- Must be able to stand, walk, use hands to handle objects, tools, or controls, and reach with hands and arms
- The employee may occasionally lift and move up to 25 pounds
- Specific vision abilities required by this job include the ability to adjust focus
Desired Qualifications
- Experience in a Universal Agent role at a financial institution; credit union experience a plus
- At least 2 years of experience in a customer service role; experience with cross-selling preferred
- Previous cash handling experience in a financial institution is preferred
- Passion for serving members and helping them achieve their financial goals by anticipating needs and advising on our products and services
- Experience with cross-selling
- Previous cash handling experience in a financial institution
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