Position Summary:

The Member Service Advocate is a dynamic position that provides a world-class service experience for our members. The skilled Member Service Advocate will provide a variety of member-focused solutions and transactions (i.e. deposits, withdrawals, check cashing, loan payments, account transfers, fraud reports, account inquiries, account maintenance). This position is responsible for helping our members reach their financial goals by providing information on our exciting services, products, and promotions. This position level has the additional responsibility for opening new member accounts, and may report to the Call Center providing services through inbound or outbound calls, online chat, or email. Essential Functions Embraces the Embold Experience including our Mission and Vision Statements, Core Values and service standards. Process member requests ensuring accuracy and complete satisfaction. 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. Open new member accounts, explaining the features and benefits, to build long-term banking relationships. 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. Follow all process and procedures outlined in Embold CU Lobby Management Procedures. Perform other duties and responsibilities including departmental and individual goals and objectives as assigned.

Competencies:

Communication / Teamwork Job Knowledge Member / Market Focus Attention to

Detail Professionalism Product Knowledge Other Expectations:

This position is responsible for providing support to other departments/branches as needed. This could result in a temporary or permanent reassignment to another department/branch based on organizational needs. 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.

Complete the Financial Counseling Certification Program (FiCEP) and obtain your Certified Credit Union Financial Counselor (CCUFC) credential within 12 months.

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 customers, 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:

Moderate supervision and inspection of work. Errors can be difficult to detect but are generally easy to resolve and/or consequences of potential errors is of some concern but not significant.

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.

Experience:

REQUIRED

Six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.

PREFERRED

Greater than six months of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.

Education:

REQUIRED

A high school degree or

GED. PREFERRED

A two-year college degree or completion of a specialized course of study.

Work Schedule:

FULL-TIME

Non-exempt
8:45 AM
5:45 PM Monday thru Friday, with Saturdays (required) from 8:45 AM
1:15 PM based on business needs.

Employees may also be required to report to work earlier or stay later for meetings, ITM servicing, and other opening and closing duties.

Starting Pay Expectations:

Minimum pay range midpoint of $26.17 an hour. Placement will generally not exceed the midpoint and is based on qualifications, experience, and internal equity. Those who are fluent in Spanish are eligible for a language differential pay.

How We Determine Pay :

This position is covered by the Oregon Equal Pay Act. Your salary is determined based on the experience listed in your resume that is directly related and equivalent to the position for which you are applying. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all your relevant experience.

Benefits:

Here are a few of our great benefits. Medical, Vision, and Dental

Generous PTO-401k
Education Reimbursement & Student Loan Repayment Assistance and the onsite gym at administrative headquarters.

We are an equal employment opportunity employer. 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