As a Member Advisor I, you will be responsible for building trust with members by cultivating, maintaining, and enhancing long lasting relationships with our members while maintaining a membership mindset and intentionally uncovering and connecting spend, save, borrow, and protect solutions to both current and prospective members. Develops relationships with existing and prospective members and networks in the communities we serve. Works as a member of the advisor team focusing on accounts and provides support for processing transactions as needed. Accountable demonstrating operational integrity for our internal and external members and ensures that actions and behaviors drive a positive member experience.
Direct Reports: None
Major Duties and Responsibilities
Create a positive and memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate. Assist with problem resolution within scope of authority. Develop relationships with prospective members, managing the overall relationship building process and following up on leads. Ensure timely follow-up communication with members following sales to make certain ongoing member satisfaction is tracked and improved and to assist in resolving any complaints. Responsible for referring more complex problems to senior authority along with resolution recommendations. Open, close, and perform file maintenance on accounts, including specialized accounts, for members. Review all account documents for completeness and accuracy and submit them in the appropriate timeframe.
Analyze member credit data and other related financial information to ensure members are in the appropriate solutions that align with their needs. Maintain a high level of knowledge of all products and services offered by Interra Credit Union. Contact new and existing members about products and services identified through specific marketing campaigns.
Process consultant transactions and adhere to balancing guidelines. Provide support to other branches to include working weekends and/or extended hours as required to operate the business. May assist in training of new teammates. Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee. Other job duties as assigned.
Engage with sales teams, subject matter professionals, and support departments to nurture and drive member account and loan leads through to close.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.
WHAT YOU WILL NEED TO SUCCEED
Experience
1+ year customer service experience in banking, retail, or related field.
Education / Certifications / Licenses
A high school diploma or equivalent. Must have and maintain a valid driver's license and the ability to become a notary public. Must be able to pass the Member Advisor Exam (80% or higher) within 18 months of start date.
PREFERRED SKILLS
Demonstrated success in identifying, initiating, and nurturing new or on-going business opportunities; self-starting, results oriented professional.
Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
Professional level of verbal and written communication skills are essential to the position.
Capable of analyzing credit and financial information.
The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.
INTERPERSONAL SKILLS
Courtesy and tact are essential elements of the job.
Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
Communications generally require shorter and not in-depth discussions.
COMPETENCIES
Balance Stakeholders - Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision-making process when faced with conflicting demands of stakeholders.
Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.
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.
Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; has credibility within their areas of expertise; keeps confidences; doesn’t misrepresent themselves for personal gain.
Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.
Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.
ADA REQUIREMENTS
Physical Requirements
Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
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 instructions and follow oral instructions.
Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the 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.
Equal Employment Opportunity and Affirmative Action Interra is an equal opportunity and affirmative action employer committed to creating a diverse workforce.
Qualified applicants will receive consideration without regard to their race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran among other factors.
Accessibility Accommodation Interra Credit Union invites all qualified and interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact HR@interracu.com and one of our Human Resources Consultants will contact you within 48 hours.
