Owner Advocate II

OVERVIEW

Serve as an advocate between the member-owner and the credit union. Perform transactional duties to serve owners by receiving or paying out funds with high accuracy. Maintain accurate transactional records and provide cash receipt and payment services applying credit union policies and procedures. Provide information by phone or in person on the full range of credit union products and services. Open accounts for owners, resolve issues, and professionally handle the owners' daily needs with excellence. Posses a thorough knowledge of credit union products, services, and processes combined with a "can-do" attitude to ensure a positive owner experience.

Salary Range

$17.00 - $21.00 /hr depending on experience

KEY AREAS OF RESPONSIBILITY

Contribution to ongoing Credit Union success

• Team members are charged with providing exemplary service to the owners every day.

Essential Duties

• Greet and welcome owners and visitors to the credit union professionally.
• Provide prompt, efficient, and accurate service in the processing of transactions.
• Build relationships, enhance the owner experience, and respond to owner requests in a friendly, helpful, and positive manner.
• Provide in-person and by telephone product and service-related information.
• Reply to email or other electronic requests submitted by owners providing professional, prompt, efficient, and accurate service and information.
• Respond to owners' requests, problems, and complaints, and direct them to the appropriate person for specific information and assistance.
• Open new accounts and provide the benefits of ownership.
• Service existing owners to include the opening of sub-accounts with all necessary information.
• Handle requests from owners for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, and any other requests received.
• Assist owners in opening individual retirement accounts.
• Promote credit union products and services based on owners' needs.
• Provide information on account alternatives to owners wishing to deposit funds with the credit union.
• Assist owners with digital banking services.
• Assist owners with the proper completion of payroll deduction and direct deposit.
• Maintain up-to-date knowledge of all policies and procedures, rules, and regulations.
• Maintain knowledge of all credit union products and services.

Security/Compliance

• Prevent unnecessary losses by remaining alert to surroundings and following security policies and procedures to provide a secure working environment.
• Ensure compliance with all aspects of the Bank Secrecy Act/Anti-Money Laundering Compliance and other regulatory requirements to which the credit union must adhere.
• Maintain an understanding of and compliance with state and federal regulations and all internal policies and procedures.
• Complete annual Bank Secrecy Act training and any other assigned training tasks.

REQUIRED SKILLS AND COMPETENCIES

• General knowledge of Microsoft Office Suite (Word, Excel, Outlook)
• Knowledge of credit union products and ownership
• Excellent verbal, written communication, and interpersonal skills; including telephone skills, to interact professionally and effectively with owners, staff, and others
• Good organizational skills with the ability to multitask
• Excellent attention to detail
• Accurate cash handling skills

• Proficient typing and calculator skills

• Ability to work in a team environment
• Ability to work flexible hours at management's request
• Ability to work with a high level of independence

EDUCATION / EXPERIENCE

• High School Diploma or equivalent required

WORK ENVIRONMENT

• Must be able to sit or stand for an extended period
• Must be able to utilize/view a monitor for an extended period
• Must frequently use a keyboard to enter data

When hired, the Owner Advocate is assigned to a branch and is subject to reassignment to any of the following branches list below:

• Dade City
• San Antonio
• Weslley Chapel
• Zephyrhills

Note: The above information on this job description has been designed to indicate the general nature and level of work employees perform within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.