Member Advocate

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.

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.

H.S. Diploma or General Education Degree (GED) is required

Some college courses in Business Administration preferred

Three or more years at The Golden 1 (or other financial institution) progressively performing additional member service/operation/lending duties support is required