Purpose : The Member Experience Advisor II will play a key role in facilitating the account opening process for new members.

This position requires a strong understanding of financial products, excellent interpersonal skills, and a commitment to delivering exceptional service to members.

The successful candidate will work closely with clients to gather necessary information, explain account options, and ensure a smooth onboarding experience.

Essential Job Function

1. Account Opening

• Welcome members with a warm and professional demeanor as they enter the lobby.
• Assist members with opening new accounts and maintaining existing accounts.
• Build and maintain positive relationships with members to enhance their overall experience.
• Cross-Sell the appropriate loan products and services based on member need
• Process account closures and modifications promptly
• Open IRA, HSA, Business, and other accounts for members
• Adhere to CIP guidelines, policies, and procedures
• Provide support to members and the branch as needed
• Complete loan applications for members as needed.
• Print debit cards for members
• Initiate debit card and kiosk disputes
• Conduct coin transactions
• Manage and balance the vault and coin machine daily
• Print cashier's checks
• Troubleshoot issues with the kiosk
• Conduct transactions for members as needed
• Order checks and other financial products for members
• Direct members to the appropriate team member as needed
• Position yourself to be viewed as an expert in knowledge of all Credit Union products necessary to discuss features and benefits and process requests
• Contribute positively towards a cooperative work environment for members and co-workers.
• Assist in evaluating quality and effectiveness of service delivery and make recommendations to management based on member feedback about the competitiveness of our products and services.
• Strong knowledge of technology channels especially within line with the credit unions eService channels.
• Keep supervisors informed of area activities and significant problems.
• Attend and participate in meetings as required.
• Keep work area clean, secure, and well maintained.
• Assume responsibility in fostering a team centric service environment.
• Perform all other duties as assigned.
• Work closely with team members to ensure the community space is always represented with credit union staff to aid in direction of new and potential members.

Performance Measurements

• Functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures
• Membership growth is well represented as utilization of the community space.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved
• Accurate and complete information about credit union products and services is provided to members
• Good working relationships and coordination exist with personnel and with management. Appropriate assistance is provided to staff as needed.

Supervisor is informed of activities

• Required balancing and reports are accurate, complete, and timely
• The credit union's professional reputation is conveyed and maintained

Qualifications

• Education / certification
• A minimum of a High school diploma or equivalent. Associates or Bachelor's degree in Finance, Business or related field is a plus.
• Required Knowledge
• General knowledge of credit union policies and procedures
• Basic understanding of loans, payment process, and credit union products.
• Experience Required
• At least six months of experience in the Member Advisor I role is preferred.
• At least one to three of experience in member service at a full-service financial institution.
• Skills / Abilities
• Excellent communication and public relation skills
• Ability to work well under pressure
• Ability to use a personal computer and related software applications.
• Solid math and bookkeeping abilities

Physical Requirements of This Position

• Finger Dexterity
• Using primarily fingers to make small movements such as typing, picking up small objects or pinching fingers quickly.
• Talking
• Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, and quickly.
• Average Hearing
• Ability to hear average or normal conversation and receive ordinary information.
• Average visual abilities
• Average / ordinary visual accuracy necessary to prepare or inspect documents and products or operate machinery
• Physical Strength
• Sedentary work, sitting most of the time. Occasionally exert up to 50 lbs. of force.

Mental Requirements of this Position

• Reasoning Ability
• Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
• Mathematics Ability
• The four basic arithmetic operations with money and operations with units such as inch, foot, yard, ounce, and pound
• including their metric counterpart

Working Conditions

• Standard office conditions
• Travel to different branches in the same geographic area on a daily basis required

Last updated : 2024-04-24