Enterprise Member Experience - Sr Member Advocate

Job Title: Sr Member Advocate
Status: Non-exempt
Reports to: Sup - Member Advocate Team
Department: Enterprise Member Experience
Job Code: 12037
Pay Range: $33.86 - $40.00 Hourly


WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a trusted, member-first advocate who approaches complex situations with empathy, sound judgment, and a strong sense of accountability. You take pride in resolving issues thoroughly and thoughtfully, ensuring members feel heard, respected, and confident in Golden 1’s commitment to them. You are a seasoned professional who brings credibility, consistency, and calm leadership to challenging conversations. With a deep understanding of financial services and compliance, you balance risk awareness with compassion, and you are comfortable guiding others through nuanced decisions and high-visibility escalations. You are a collaborative partner and informal leader who enjoys sharing expertise, improving processes, and elevating team performance. You look for patterns and opportunities to strengthen the member experience, contribute meaningful insights, and help create a positive, inclusive culture where both members and teammates can thrive.

WHAT YOU'LL DO:
• Lead the investigation and resolution of member escalations directed to the Executive team, ensuring timely follow-up, consistent communication with leadership, and delivery of a comprehensive post-resolution summary.
• Support the editing and approval of formal member communications, ensuring a compassionate tone and consistent voice that aligns with organizational standards and enhances the member experience.
• Act as a liaison for complex legal-related escalations, ensuring clear and timely communication between members and the Legal team to drive effective resolution and uphold compliance standards.
• Perform monthly Quality Assurance evaluations of Member Advocates by reviewing phone and email interactions. Assess individual performance to identify strengths and opportunities for improvement, supporting continuous development and service excellence.
• Assist in the development of monthly reports by delivering data-driven insights from Digital Problem Resolution Center and Service Hub workstreams, ensuring an accurate representation of member outreach.
• Serve as a Subject Matter Expert by guiding Member Advocates through complex cases, offering strategic recommendations and solution pathways to effectively resolve member issues.
• Facilitate onboarding for new Member Advocates by leading training sessions, coordinating shadowing opportunities, coordinating schedules, and conducting regular check-ins to support successful integration and role readiness.
• Provide support to members by addressing inquiries and concerns through the Digital Problem Resolution Center and Member Advocate Service Hub queue. Monitor queue activity to ensure service level agreements are consistently met and assist in balancing workload distribution across the team.
• Ensure a consistently exceptional experience for both members and employees by fostering positive, solution-focused interactions that reflect organizational values and service excellence.
• Partner with leadership to foster a positive team culture that promotes inclusion and belonging, contributing to recognition initiatives and engagement opportunities that strengthen team cohesion and morale.
• Maintain in-depth 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 protections bureau policies as appropriate to the position.
• Develop in-depth knowledge of all processes to ensure timely resolution to complex member issues. Develop and maintain strong working relationships with all departments to ensure prompt resolution of issues.
QUALIFICIATIONS AND PREFERENCES:
• H.S. Diploma or General Education Degree (GED)
• 5+ years At Golden 1, or another financial institution, progressively performing additional member service/operations/lending duties support. required
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our M