What are the responsibilities and job description for the E- Member Account Advisor position at First Alliance Credit Union?

Position Summary

The E-Member Account Advisor plays a vital role in delivering exceptional member service through digital platforms, ensuring member receive a seamless and efficient experience. This role focuses on assisting members via online banking, mobile applications, email, chat, phone and other digital communication channels. The individual will guide members through the digital account opening and management process, loan applications, and financial education while identifying opportunities to cross-sell relevant products and services. By fostering a digital-first approach, this role enhances engagement and satisfaction while supporting the credit union’s growth objectives.

Essential Functions

Member Onboarding : Welcome new members via digital channels, guiding them through online account setup and providing a seamless introduction to our digital banking channels.
Account Management : Assist members in managing accounts through online and mobile platforms, providing solutions tailored to their financial needs.
Loan Cross-Selling : Identify opportunities to offer loan products during digital interactions, ensuring members are aware of financing options that align with their goals.
Loan Production : Identify loan needs and aid in loan applications, closing and funding at time of cross sell for high level products such as Lines of Credit and Credit Cards.
Financial Education : Educate members on various financial products and services, providing sound financial advice that aligns with their goals and needs.
Transaction Support : Resolve complex transactions and account inquiries, ensuring that members receive timely and accurate assistance.
Collaboration : Build strong relationships with internal partners to facilitate a smooth and effective transition process for members, ensuring all financial needs are met.
Exceptional Member Experience : Demonstrate strong listening skills and a genuine passion for member experience, addressing concerns and feedback to continually improve service delivery.
Other duties as assigned by Branch Manager

Pay and Benefits

Starting pay : $20.78- $24.45 Hourly

There may be an increase of base pay based on skills and experience.

Benefits include : 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Competencies

The attributes listed below are representative of the knowledge, skills and / or abilities required.

Education : A high school education or equivalent

Experience : 3-5 Years of member service experience

minimum of 1 year being in the financial industry

Skills :

Strong communication and interpersonal skills, with the ability to build rapport and trust with members.

Ability to work well in a fast-paced environment.

Basic Understanding of loans and credit union products and services.

Proven skills in goal attainment

Proficient in using technology and various electronic communication tools.

This role is ideal for a motivated individual with a passion for helping others achieve their financial goals.

Professionalism / Attitude

Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.

Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.

Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.

Displays an on-going commitment to learning and self-improvement in areas that are job and / or organization relevant.

Leadership

Lives the credit union mission : we show up. We listen to your story. We provide possibilities.

Embodies the credit union’s core values : Passion, Presence and Persistence

Takes initiative to be involved in networking opportunities in the community.

Generates innovative ideas, and creative solutions to challenging problems.

Models’ behavior that builds inter-personal trust and personal integrity within the team.

Offers to take additional responsibilities contributing to the success of the team.

Performance Metrics

Mission, Vision & Core Values : Ensure personal and departmental actions and service align with the credit unions Mission, Vision, and Core Values.

Member Experience : 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, vendors, contractors, and legal counsel etc.

Membership Growth : The level of membership achieved as compared against a pre-determined goal. The degree of effectiveness demonstrated in opening memberships

Loan Growth : The level of loan growth achieved as compared against a pre-determined goal. The degree of effectiveness demonstrated in making loans.

Decision-Making / Judgment : The ability to make prudent decisions that are timely, well researched, and reflect awareness of impact.

Policy Compliance : The degree to which the employee has knowledge of and complies with organizational policies, procedures, and guidelines.

Communication : The ability to effectively converse and listen to both internal and external members. The use of proper written and grammatical skills, and meaningful application of computer technology (email, Internet, web-based vendor platforms, etc.)

Problem Solving : The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.

Salary : $21 - $24

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