Lead Credit Union Advisor II

Position Summary - Lead Credit Union Advisor II

Assist the department Manager in operations and assuring that programs and services are provided in a consistent manner that models a high level of member service and complies with all TTCU policy and pertinent regulatory requirements including, but not limited to, the Bank Secrecy Act. Responsible for building long-term relationships with Members and non-members (Members) in-person, by video transmission via video conferencing or Interactive Teller Machine (ITM), or by phone. Works to understand Members financial needs and address each need by making appropriate product recommendations. Professionally exercises extraordinary service and value by contributing to production and service goal attainment, individually and through departmental team(s), and supports TTCU’s Core Mission, Vision, and Values in all work behavior and activities.

Supervises: Credit Union Advisors I, II, III, and IV (Dependent upon location)
Lead Credit Union Advisor II – Broken Arrow North

Essential Job Functions and Responsibilities

20% - Assist Members and non-members (Members) with loan applications, including gathering information, auditing for completeness, and keeping an open line of communication related to the status of loan application(s), which includes subsequent questions or concerns that may arise.

20% - Open new accounts, including all deposit-related products ensuring all required information is gathered, complete, accurate, and complies with TTCU policies procedures, and auditing guidelines. Perform various transactions for all Members of the credit union.

20% - Assist Branch Manager with duties including, but not limited to, opening and/or closing the branch and working Saturdays on a rotational basis. Assist with performance appraisals, coordinating employee schedules, coaching, mentoring, and training of other CUAs.

10% - Review all account production (shares and loans) on a daily basis to assure that all money handling processes are correct, balanced, and handled in accordance with TTCU policy and comply with pertinent regulatory requirements. Monitor and track cash usage, branch statistics and official sale items to plan for cash flow and to support a high level of Credit Union Advisor (CUA) performance. Assists CUAs in researching and resolving balancing problems to address overage/shortage issues and work to identify and correct causes for outages to ensure that all drawers are in balance.

10% - Approve overrides and answers questions for CUAs and members in order to assure transactions are conducted appropriately and efficiently. Assist in on-the-job training of new CUAs to assist in their rapid learning of the role and the products and services of TTCU.

10% - Balance branch cash nightly from all stations to assure that all cash on hand from all sources (checks, deposits, money orders, traveler’s cheques, etc.) is properly accounted for and reported in order for the branch to manage its cash goals. Plan the cash needed for each station and fill cash dispensers/recyclers with cash for the day; sell money to dispensers/recyclers, CUAs and Automated Teller Machine (ATM) during the day buying/selling cash to/from vault and tracking Branch cash on hand daily.

5% - Contribute to the achievement of cross-sell goals by building trusting relationships with Members and fellow employees, staying informed on current products, services, and promotions, and by utilizing Keystone to help determine Member needs and refer appropriate services.

5% - Building caring, and engaging relationships by earning the trust of TTCU Members. Provide accurate, thorough answers to questions by utilizing various resources including handouts, peers, and supervisors. Provide technical support, and guidance by utilizing technological advancements and demonstrating how it can contribute to their overall financial well-being. Assist members by providing expert-level knowledge, specifically related to questions on IRA, Trust, and life stages (specialty services) products, and/or services that TTCU offers.

Minimum Qualifications

Educational Requirements

High School Diploma or GED required.

Bachelor’s degree in business, finance, or other related discipline required.

Certificates/Licenses

Must have and maintain a valid driver’s license.

Must have a clean driving record; an annual MVR may be pulled to ensure compliance.

Ability to become a notary public.

Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS).

Pass Branch Operations Credit Union Advisor III Exam (80% or higher).
Pass Branch Operations Credit Union Specialty Services Exam (80% or higher).

• External applicants or applicants outside of Branch Operations must, within twelve (12) months of hire:

• Complete and pass TTCU’s Teller Training Program.

• Complete and pass TTCU’s Credit Union Advisor Training Program.

• Obtain CUNA Certified Financial Counselor Certification (FiCEP).

• Pass Branch Operations Credit Union Advisor III Exam (80% or higher).

• Pass Branch Operations Credit Union Specialty Services Exam (80% or higher).

Experience

Customer service experience in banking, retail, or other related field: 6-8 Years, Advanced.

Bilingual Skills in Spanish or another language preferred.

Position Competencies

17% - Collaborates: Is an effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communities in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

17% - Effective Communication: Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

17% - Functional Expertise: Possesses a sufficient level of technical and professional skill or knowledge in position related areas: keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

17% - Member Focus: Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and outcome.

16% -Decision Making: Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

16% - Manage Complexity: Gathers and analyzes diverse sources of data; separates what is relevant from what is not; determines root causes; defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

Additional Requirements

Job Knowledge

• Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross sell opportunities to new and existing members.

• Ability to complete multiple and varying member requests in a timely fashion.

• Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships, utilizing an array of reports and by building rapport with members.

• Ability to learn proprietary computer software such as Keystone, OnBase, KeyInsight, Concur and Genesys.

• Intermediate knowledge in the use of PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Work, Excel, PowerPoint, SharePoint, Teams, and Outlook)

• Follow policies and procedures; support organizations goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules.

Interpersonal Skills

• Strong interpersonal and member service skills, including the ability to maintain composure under pressure while.

interacting with others face-to-face, by telephone or video and through other communication modalities using active

listening skills, developing rapport, and responding with empathy.

• Advanced written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution and offer educational information regarding products and services.

• Strong attention to detail and the ability to maintain confidentiality of all Member and non-member information and data. This includes membership of employees, family, friends, and acquaintances.

• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate controlled shared work area with a moderate level of noise.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.