Member Service Advisor - Branch

DEPARTMENT: Retail Financial Services

REPORTS TO: Member Service Manager

FLSA Status: Non-exempt

POSITION TYPE: Full-time

Position Summary

The Member Service Advisor is a hybrid of a traditional teller and a member service representative. Their specialty is being unspecialized – or, more accurately, specializing in everything – performing any task requested by a member from a simple transaction all the way to processing a mortgage application. To achieve success in this position, the individual must provide exceptional service to our members through a variety of technical delivery channels including over the phone, text, chat, and via the drive-thru. Knowledge of the Credit Union's products and services, as well as Credit Union competitors and general market conditions is required to properly educate and advocate for our member; as well as acquire additional products for the member and perform all general service activities on behalf of the Credit Union.

Essential Functions

• Build effective relationships with members, efficiently uncovering and implementing personalized financial solutions.

• Articulate the benefits and features of our products and services while assisting members with basic financial planning and budgeting.

• Complete membership and loan applications with members.

• Achieve production and service benchmarks.

• Conduct outbound calls to members to follow-up on inquiries and provide potential solutions to members.

• Research and resolve member account issues.

• Handle transaction requests, such as transfers, loan payments, deposits, disputes and stop pays.

• Conduct dual control and auditing functions.

• Refer members to third party partners for alternative financial products and services when appropriate.

• Rotate various activities ensuring proper team coordination to provide excellent member service.

• Inform and train members regarding convenience of Mobile and Remote services.

• Comply with all department and company policies, procedures and regulations.

These are not to be construed as exclusive or all-inclusive. Additional duties may be required and assigned. This list of duties and responsibilities is subject to change without notice.

QUALIFICATIONS

The requirements listed in this description are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Required Education and Experience

· A high school education.

· Two or more years of experience utilizing sales or customer service skills, or the equivalent combination of schooling and related experience

Preferred Education and Experience

· College Degree

· Experience in call center, handling loan applications, and/or sales.

· Experience in a retail environment of a bank or Credit Union.

Knowledge and Abilities

• This position requires a perceptive person who is capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill.

• Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.

• Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and co-workers.

• A positive, can-do attitude with inquisitive curiosity.

· Ability to drive sales through engagement of members, solution selling, and sharing product knowledge.

· Resiliency and extreme adaptability in a fast-paced environment.

· Excellent time management skills.

• Strong math skills.

• Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy.

• Competence with office machinery.

• Familiarity with Microsoft Word, Excel, and Outlook software.

• Ability to learn all internal computer programs essential to job junctions.

• Ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions.

• Ability to maintain member confidentiality.

• Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches.

Physical Requirements

· While this position is primarily sedentary, while performing the essential duties of the position the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds. This position may include prolonged periods of time working on a computer and looking at a monitor screen.

Position Requirements

· Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), with occasional Saturday shifts of 8:45 AM to 12:15 PM. Travel and time spent outside office may be required.

· Requirement to be bonded. Successful background check including personal credit report and criminal record.