Member Advocate (Bilingual Preferred)

Tucson Federal Credit Union

9d • Onsite

About The Position

PRIMARY FUNCTION: Provide exceptional experiences by utilizing a consultative
approach to handle every member need, from service to sales, with warmth and a
collaborative spirit.

Please note - This position is bilingual preferred.

Requirements

• Knowledge of basic mathematical applications.
• Proficiency of the English language, sentence structure, proper grammar and spelling of words.
• Ability to speak using proper grammar to effectively communicate and convey business principles to members.
• Ability to handle a variety of tasks and appropriately prioritize throughout a business day.
• Knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and PowerPoint.
• Basic knowledge of progressive technology.
• This position requires National Mortgage Licensing System (NMLS) registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z.
• Availability: Monday through Saturday, as scheduled.
• Level 1: Minimum five (5) years of Customer Service-related experience required.
• Education/Training/Functions: HS Diploma/GED or equivalent, beginning level of training with MS Office. Basic general computer skills (i.e.: using email, navigate the internet, search functions). Working with an In-Branch Trainer. Completion of Training Plan and eLearning coursework. Progress to Level 2 when demonstrated ability to work independently has been observed; within 90 to 180 days.
• Level 2: Minimum six (6) years of Customer Service-related experience required.
• Education/Training/Functions: In addition to Level 1 Education/Training/Functions: Intermediate level of training with MS Office. Basic general computer skills (i.e.: using email, navigate the internet, search functions). Has completed all training. Requires no direction in the completion of basic duties including pipeline management. Demonstrates superior product knowledge. Excellent needs based selling skills. Acts as contact for internal quality assurance (ie: Calls, Title Work, loan documents).
• Level 3: Minimum eight (8) years of Customer Service-related experience required.
• Education/Training/Functions: HS Diploma/GED or equivalent, advanced level of training with MS Office. Intermediate computer skills (i.e.: tables and graphics). Handles all complex branch assignments. Serves as mentor to team members. Creates Marketing/Sales Campaigns in alignment with company goals and initiatives.
• Trainer: Minimum eight (8) years of Customer Service-related experience required.
• Education/Training/Functions: HS Diploma/GED or equivalent, advanced level of training with MS Office. Intermediate computer skills (i.e.: tables and graphics). Responsible for the completion of training plans for Level 1 and 2 advocates. Trained to identify learning styles and alter training based on the need of a trainee. Ability to assess employee’s retention and performance during the training period.

Nice To Haves

• This position is bilingual preferred.

Responsibilities

• Perform cash handling and payment processing within established procedures and controls.
• Establish new relationships and deepen existing member relationships through a needs-based selling approach, demonstrating industry leading service.
• Process new account openings, loan applications/disbursals, and routine member maintenance requests accurately and efficiently. Refer loan products that will best meet member needs to help support branch growth and production goals.
• Consistently demonstrate a commitment to advancing knowledge of sales techniques and product knowledge to better serve members.
• Engage in behavior that aligns with TFCU’s cultural beliefs.
• Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Follow credit union Member Privacy Policy and member identification procedures.
• Maintain a professional businesslike appearance in accordance with TFCU’s Dress and Personal Appearance Policy.
• Adhere to TFCU’s attendance and punctuality policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED