Title: Member Advocate III (Sr. Counselor)

Revised: 05/04/2025

Salary Grade: Non Exempt                                                                            Reports to: Member Relationship Manager 

Department: Member Relationship Center                                            # Supervised Staff: 0

Mobile Device Eligible: No                                                                            Laptop Eligible: No

The Member Advocate III delivers extraordinary service while encouraging members and non members to choose the Credit Union as their primary financial services provider by proactively building member relationships. The Member Advocate III proactively suggests appropriate products and services to help members better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

Major Activities:

1. Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address member service needs. Educate members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.

1. Accurately process new accounts for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, commercial accounts on various systems, including data entry, and paperwork processing

1. Ask openended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports as well as making outbound calls to increase member engagement

1. Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to, cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries.

1. Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.

1. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

1. Assists Member Relationship Center leadership with training, operations, vault responsibilities. Ensures employees perform in a safe and sound manner and deliver an extraordinary service experience for all members. Responsible for Member Relationship Center operations in absence of manager or assistant manager. 

1. Performs other duties as assigned.

 Critical Results: 

1. Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Success defined by current service benchmark (such as member satisfaction surveys, basic courtesies and observation).

1. Assigned expectations and objectives, as identified in the Success Plans, are met and/or exceeded.

1. Management and employees are assisted as needed, contributing to a “team” atmosphere.

1. All WFCU policies and procedures are followed and guidelines are consistently applied and maintained. Operate within the acceptable ranges of the balancing and quality of work parameters.

1. All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. (i.e. security, member identification and fraud prevention).
2. Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures.

1. Work according to schedules and department attendance guidelines. Need may arise whereby this position may provide coverage at another Member Relationship Center.

Specialized or Technical Knowledge and Skills:

1. High School Diploma or GED required. 

1. At least 6 months in the retail financial services industry is required. 

1. Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.  

1. Previous supervisory skills are preferred but not required (this is an entrylevel supervisor position). 

1. Must be familiar with member experience operations. 

1. Must be able to learn and use a variety of software applications such as Microsoft Office and the credit union’s core processing systems. 

1. The employee is frequently required to walk and sit. The employee is occasionally required to climb, balance, stoop, kneel or crouch.

1. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values.

1. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, and responds to internal members.

1. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

1. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

1. Job Specific Competencies: The position requires a wellrounded and levelheaded individual who is able to maintain composure in a variety of situations. The following stand out among along list of behavioral competencies for this position:

1. Leadership: Leads peers and members through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

1. People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops Member Advocate I and IIs, accepts mistakes, provides visibility/opportunity.

1. Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.

1. Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

1. Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open- minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

1. Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

1. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to see details at a close range. The employee may be required to occasionally lift and/or move up to 50 pounds.

1. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.

  EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.