Job Title:

Member Advocate Status:

Non-exempt Reports to: Manager -

Enterprise Member Experience Department:

Enterprise Member Experience Job Code:

4210

Pay Range:

$28.00 - $34.00 Hourly

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a member-focused operations and service professional with experience researching and resolving complex issues, partnering across departments, and delivering exceptional member experiences. You thrive in fast-paced environments, serving as a trusted subject matter expert who builds strong relationships, analyzes root causes, and drives timely, accurate resolutions. Your strengths include operational expertise, problem-solving, regulatory compliance awareness, process improvement, and supporting frontline teams with the knowledge and guidance needed to achieve outstanding service results.

WHAT YOU'LL DO

Maintain in-depth/thorough knowledge of Golden 1 operational, products, services and lending policies and procedures. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws, consumer financial protection bureau policies as appropriate to the position. Research and resolve complex member escalations serving in a subject matter expert capacity for the service delivery channels of the credit union (Branches, Contact Center and Member Solutions). Instruct, direct, and provide guidance to the MSCC Phone Support Team regarding Golden 1 operations, lending policies, procedures and systems. Identify trends for training, process, policy or procedure changes which may be used to enhance the member experience. Document the proposed process for MSCC Leadership Team's review. Facilitate a consistent, exceptional member/employee experience with each interaction. Develop in-depth knowledge of all back office processes to ensure timely resolution to complex member issues. Develop and maintain strong working relationships with key back office departments to ensure first contact resolution of issues related to member accounts, loans, products or services. Monitor and report member impacting issues to the Contact Center Leadership team. Act in a leadership role in the absence of management. Meet established performance standards in phone efficiency, research/resolution and project planning/execution in a fast pace environment. Responsible for validation of system upgrades (service pack updates etc.) for the retail channels. Prepare general letter responses for members requested through Contact Center. Complete daily administrative reports for Contact Center as needed. Complete word processing/data entry through the use of a personal computer, including reports, tables, etc., that require a high level of typing proficiency and good knowledge of general accepted format principles. Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES

H.S. Diploma or General Education Degree (GED) is required Some college courses in Business Administration preferred 3+ years Three or more years at The Golden 1 (or other financial institution) progressively performing additional member service/operation/lending duties support is required

WHY JOIN US

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best. Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?

EntityID=2&id=2591 DISCLAIMER/INTENT

AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor. #LI-Hybrid