Job Information
RadiFi Federal Credit Union Member Success Advocate I in Jacksonville, Florida
RadiFi Credit Union (formerly Jax Federal Credit Union) is seeking a Member Success Advocate to serve as a resource within the branch network for new and existing member accounts, along with teller transaction needs. Maintains extensive knowledge of all products and services to promote, refer and cross sell through a consultative needs-based approach. Perform a broad variety of member service and account opening processes. Follows member service procedures and standards to ensure consistency and the highest quality service is met. Develops extensive knowledge of all Credit Union deposit products/services.
Location:Westside Branch; 7254 103rd St., Jacksonville, FL 32210
Status:Full-time (approximately 40 hours per week)
Major Duties and Responsibilities:
- Responsible for greeting members, representing the Credit Union to the member in a courteous and professional manner, providing prompt, efficient, and accurate services in any area needed.
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``` - Consistently models RadiFi Credit Union Service Standards and Retail Behaviorsstandards in every interaction. Responsible for greeting members, representing theCredit Union to the member in a courteous and professional manner, providing prompt,efficient, and accurate services in any area needed. Follow up with member withproblem resolution issues to provide support or closure to member situations.
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``` - Presents RadiFi products and services to meet member needs forfinancial success.Responsible for offering Credit Union products and services to members; must haveadequate knowledge to present them in a positive, professional manner, answering anyquestions the member may have.
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``` - Assist in the growth of business lines that require referrals to grow such as InvestmentServices, Mortgages, and Business Services. Meet assigned referral goals.
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``` - Attend outside business development activities and sales prospecting events asassigned, as well as conduct outbound calling campaigns and sales calls as assigned.
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``` - Apply Member Success Advocate training in cross selling techniques and applyingRadiFi service and sales standards. Model required behaviors in every interaction withthe member.
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``` - Learn all of the Credit Union's product offerings, assisting members with the creationand maintenance of their online profiles.
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``` - Fully functional as an opener and closer of the branch. Responsible for remaining at theoffice after closing, as necessary, to ensure all balancing is complete for the branch.
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``` - Assists members with service inquiries that include debit cards, fraud, and disputerequest, stop payments, unauthorized ACH request, deposit product rate reviews, namerecord file maintenance items, online banking and IRA withdrawals and maintenance.
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``` - Assist with maintaining, securing, and balancing cash machines not limited to ATM's,cash recyclers, cash dispensers, and all work involved in transactions; includingmonetary transactions behind the Service Line. Responsible for the decision onaccepting negotiable instruments for cash, deposit or payment or seeking approvalwhen needed.
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``` - Thoroughly knowledgeable on all digital products and services and possess the ability tocompetently explain and assist members in the setup and use.
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``` - Maintains a positive team environment by cooperating willingly with other employeeswho request assistance and requesting assistance also if needed.
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``` - May be responsible for opening and closing of safe deposit box and provide NotaryServices for members.
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``` - Attend all meetings, training sessions and other duties as assigned.
Minimum Performance Standards:
- All members are to be greeted in a prompt, courteous, and professional manner andwelcomed to the Credit Union off ce following service standards.
2.Must effectively listen to solve member problems and serve their needs.
3.Must thoroughly and professionally explain the feature and benefits of all CreditUnion products and offer awesome service as measured by the established service quality standards. (Mystery shops and surveys)
4.Responsible for maintaining sales and service standards at an acceptable level asestablished by the Credit Union and measured by referral and/or sales results onscorecard.
5.Maintains acceptable sales and service performance standards as measured bymystery shops, scored observations and coaching sessions.
- Strives to exceed goals assigned.
7.Must be proactive to influence events or achieve goals. (Making outbound sales calls)
8.Required to follow the attendance guidelines outlined in the Associate Handbook,arriving at work on or before the scheduled work time.
9.Must follow all policies and procedures established by the credit union.
Knowledge and Skills
Experience:
Six months to two years of similar or related experience.
Education/Certifications/Licenses:
A high school degree or GED is required.
Interpersonal Skills:
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Other Skills:
Able to operate a 10-key calculator, typewriter, and computer keyboard. Proficient in Microsoft products. The ability to learn new systems and adapt quickly to changing technology. Valid driver's license is required.
ADA Requirements
Physical Requirements:
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions:
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Acknowledgment
Nothing in the position description restricts management's right to assign or reassign du