What are the responsibilities and job description for the Delavan Lead Member Advisor position at Blackhawk Community Credit Union?
Job Description
Lead Member Advisor
Job Classification: Full Time
FLSA Status: Non-Exempt
Department: Retail/Member Experience
Reports To: Branch Manager
Senior Leader: Chief Operating Officer
Job Overview
Enhances the lives of our members by meeting or exceeding their service expectations. Provides high quality service. Ensures prompt and accurate transactions, while utilizing an approach that builds member relationships, trust, and loyalty. This position assists members with account and lending needs. Performs a broad variety of member service functions including opening and closing accounts, assisting members with questions or issues, teller transactions, providing a complete service experience.
Major Tasks, Responsibilities, and Key Accountabilities
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Provides friendly, helpful service through:
- Preparing for daily interactions with a professional image and an organized workstation.
- Maintaining knowledge of BHCCU products and processes.
- Providing prompt, efficient, and accurate service.
- Proactively greeting members with a smile, handshake, introductions, and full attention.
- Taking responsibility for waiting members.
- Understanding the member’s objectives by asking appropriate questions and listening to the member’s responses.
- Recommending the best solution or guiding the member to the appropriate staff to accomplish the member’s needs and strengthen their financial well-being.
- Following up with the member to ensure satisfaction and to offer further service.
- Maintains knowledge of all products and services the credit union offers and actively cross-sells based on member needs.
- Opens accounts, shares, and loans.
- Educates and assists members in digital banking and other services.
- Build relationships and identify potential opportunities.
- Utilizes basic knowledge to identify member needs with investment services and seamlessly refers members to appropriate staff.
- Fulfills member service requests including account maintenance, research, reconciliation, and correction.
- Secures the credit union’s assets by handling cash and negotiable instruments in a consistent manner, properly identifying members, keeping member information confidential, balancing at the end of each business day, and completing necessary reports that summarize daily activities.
- Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
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Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA, including:
- CIP (Customer Identification Program)
- CDD (Customer Due Diligence)
- Beneficial Owner identification and verification
- Prohibited Account Types
- CTRs (Currency Transaction Report)
- SARs (Suspicious Activity Report)
- OFAC (Office of Foreign Assets Control
- Monetary Instruments
- Trains new and existing employees.
- Assists in all branch opening and closing procedures.
- Performs other duties as assigned, including filling in for other departments as member demand necessitates.
Major Skills and Competencies
Education and Experience:
- Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
- Must be at least 18 years of age.
- At least 2 years of teller experience and 2 years of member advisor experience or previous experience recommending products and plans to improve a customer’s financial position preferred.
- Knowledge of banking and/or credit union regulations required.
- Pass the pre-employment background check.
Competencies:
- Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
- Must possess effective verbal and written communication skills.
- Must have reliable attendance.
- Must possess good judgment.
- Must possess basic math skills.
- Ability to organize and prioritize work and maintain accurate records.
- Projects a professional image.
Other (Physical, Mental, and Visual Skills):
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Ability to sit and/or stand for extended periods of time. Intermittent physical activity including bending, reaching and prolonged periods of sitting.
- Ability to lift light objects, usually no more than 8 lbs. in weight.
- Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
- Ability to move about and communicate effectively with a diverse membership and employee group.
- Ability to accomplish the described responsibilities through the use of computers and technology.
- Ability to work in a changing, challenging, and fast paced environment with varying stress levels.
- Ability to provide own transportation and travel to other locations as needed.
Blackhawk Community Credit Union is an Equal Employment Opportunity (EEO) employer. It is the policy of BHCCU to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
M-F 8-hour shifts between the hours of 8:15am-5:45pm; An average of two Saturdays a month between the hours of 8:15am-12:30pm.
42 hours per week.
