Member Advocate 1 (Teller position)

NorthCountry Federal Credit Union
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Location: Washington County,
About the Job
Support the credit union’s vision of being the community’s most loved financial institution, and its mission to make people’s financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union’s core values in all interactions.

Primarily support & serve members in a branch setting. Interactions involve daily branch processing, processing account transactions, conducting account & check research, modifying & maintaining personal accounts, basic electronic channels support, answering member questions, identifying fraud, and providing accurate information regarding credit union products and services.

Essential Functions & Responsibilities:
1. Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs.
2. Understand and provide basic electronic channels support (online banking, Call 24, Bill Pay) and be proficient in teller transactions and processes, including deposits, withdrawals, CTRs, one-time and recurring transfers, loan & credit card payments, cashier’s checks, wire transfers, debit and credit card maintenance and management, identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand and apply proper procedures to open & close shares, add & remove entities on personal accounts, and maintain accurate and current information for members.
3. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations.
4. Make decisions that align with the credit union’s core values while adhering to policies and procedures.
5. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned.
Performance Measurements:
1.Attention to detail – The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.
2.Member Focus – The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc.
3.Problem Solving – The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.
4.Teamwork & Cooperation – The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted.
5.Confidentiality – The ability to preserve sensitive and important information or data. Confidential information is not revealed outside of the company, except as necessary in the ordinary course of business.
Knowledge and Skills:

Experience(2) One month to twelve months of similar or related experience.
Education(2) A high school education or equivalent.
Interpersonal Skills(4) Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other SkillsGood computer and communication skills.
Physical Requirements
Employer's Approach to Diversity, Equity, & Belonging

1) Partnering with nuWave
2) DEI survey of staff
3) NCUA CUDSA (credit union diversity self-assessment)
4) Moving staff meeting off of Indigenous People’s Day
5) NCUA DEI Access Summit
6) Organizational compensation review
7) Steps to Success Hiring Program
8) Halal Loans
9) INDY accounts
10) Pathways Checking Accounts (rebuilding or building credit)
11) BALANCE (Financial Wellness Accessibility)
12) Website Accessibility
13) HireAbility partnership
14) Language Line
15) Chats with Bob
16) Written recaps for Chat with Bob (accessible to those with less time-or easier to learn by reading)
17) Providing World Class Service to ALL members
18) Keeping membership fee accessible financially at $5
19) All staff knowing the core values of Org—the 3 C’s and USING them everyday
20) Gallup Strengths (taking into account diversity in work styles/strengths)
21) Good Idea Forum (allows all ee’s to be included in sharing opinions + decision making)
22) Offer 2 types of health benefit options -as opposed to one size fits all
23) Flexible Spending Account-FSA, Dependent Care Account- DCA, Health Reimbursement Arrangement- HRA. Offering various benefits types to accommodate employee personal and family needs.
24) Remote work ability
25) Flexible schedules if needed and practical
26) EAP –mental health and wellness programs
27) Community Giving
28) Paid volunteer time
29) Best Day Ever! 11/3/23 (Kasasa)
30) Financial Institution’s in general have higher percentage of males in SR and Exec. Roles---CU’s typically have more females than banks in same roles.
31) Option for using pronouns in email signature (this is gone over during new hire training)
32) LFBTQ Employee Resource Group (ERG)

Wage or Salary