Member Advocate Expert

• Open and transparent communication with your leaders
• Consistent coaching and opportunities to improve performance.
• Collaborative and team-focused environments
• Short and long-term professional development
• Opportunity to participate in cross-functional projects.

Role:

This position supports Gulf Winds' mission/vision by serving members, utilizing Gulf Winds' core values, strategies, and best practices to provide an experience beyond the members' expectation. The Member Advocate Expert (MAX) will welcome members in the branch while providing superior and professional services that promote Gulf Winds' financial solutions and security. The person in this role will ensure that members needs are fulfilled by understanding the members' financial needs and recommending the most appropriate solution that fulfills immediate and future financial needs. A MAX will accurately and efficiently process a variety of financial inquiries, service requests, new accounts, new loans, account maintenance, and account monetary transactions. The person in this position will work with team members to provide optimal service to our members in the Branch Manager's or Assistant Branch Manager's absence. In addition to hourly income, this position has an incentive program that gives the employee the opportunity to earn additional compensation.

Essential Functions & Responsibilities:

Approaches, greets, and welcomes members into the branch, establishes relationships while understanding member needs by asking appropriate questions and recommends the best solution to strengthen the member’s financial well-being. Engages members in conversation and delivers an exceptional experience at all touch points and zones within the member journey of the branch. Educates members on Gulf Winds and its' offerings including all lines of business. Serves as the liaison and stand in for branch employees and members in the absence of the Branch Manager or Assistant Branch Manager.

Establishes new relationships, opens new accounts, takes and processes both consumer and HELOC/HELOAN loan applications. Develops effective service and sales strategies to promote products and services to meet or exceed individual and team-based goals. Utilizes marketing, digital, branding elements, and all technology to engage members in conversation and needs discovery. Creates and delivers an experience that deepens relationships and delivers the Gulf Winds' Brand.

Utilizes knowledge and technology to identify member needs with Gulf Winds’ lines of business such as investment and mortgage services, and seamlessly refers members to the appropriate line of business.

Assists members in a variety of Member Service Requests including but not limited to –

• Engages members in conversation to determine specific needs and goals.
• Assisting members with account related problems such as lost debit and credit cards, balancing of accounts, changes in account ownership, etc.
• Assisting members with requests, complaints, research and follows-up on details to resolve matters to the member’s satisfaction.
• Assists with audits; including but not limited to branch audits, security audits, teller cash audits, TCR audits, new account and loan audits, and any specialized audits required of the branch.

Actively learns, demonstrates, and fosters the Gulf Winds culture. Takes personal initiative and is a positive example for others to emulate. Actively participates in community activities that support Gulf Winds’ community efforts and initiatives.

Takes ownership of resolving member requests or inquires by either resolving them personally or facilitating resolution through the appropriate team member or department. Follows up to ensure member satisfaction with the resolution.

Performs other job-related duties as assigned.

Performance Measurements:

Provide friendly, professional, personal service to all members and associates, measured by Net Promoter Score.

Meet Loan Production goals measured by closed loan dollars.

Meet new member growth measured by number of new member relationships established.

Meet Referral goals measured by number of referrals submitted in the referral system.

Demonstrate behaviors consistent with the Gulf Winds Core Values.

Regular Reliable Attendance.

Complies with all applicable rules, regulations, procedures, and policies; including but not limited to BSA, OFAC and Physical Security.

Knowledge and Skills:

Experience: Three to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves extensive personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills: Ability to read, write, comprehend, and speak English clearly. Demonstrated ability to work independently and provide a high level of customer service. Demonstrated ability to organize, manage, and track multiple detailed tasks and assignments in a fast-paced work environment. Demonstrated ability to use mathematics to process account and transaction information. Normally expected to work between 8:30 a.m. and 5:00 p.m. but may be required to work nights and/or weekends. Must adhere to safety rules and regulations.

Physical Requirements: This position may require significant time spent on your feet or moving about the branch. Potential for some heavy lifting. Reasonable accommodations may be made for the appropriate need.

Work Environment: May be required to travel to branches other than your assigned location.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer and Drug Free Workplace.