Member Experience Advisor I

Please submit all applications through our Careers Website .

Position Summary

The Member Experience Advisor I position is dedicated to enhancing member service experiences across various communication channels.

This role requires a comprehensive understanding of our products and services, enabling the promotion of these offerings during in-person branch interactions in the lobbies of our branches and through the Advisor Supported Kiosk (ASK) virtual teller services.

The primary objective is to address member needs promptly, accurately, and with a personal touch, all while maintaining a high standard of professionalism.

Essential Job Functions

Member Interactions

• Welcome members with a warm and professional demeanor as they enter the lobby.
• Build and maintain positive relationships with members to enhance their overall experience.
• Providing world class service through all member interactions
• Champion credit union technology and eService channels.
• Coach members to utilize this avenue to optimize their time and needs.
• Assist members with account-related inquiries and guide them through using the kiosk.
• Provide member and team support at the branch level
• 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 and inquiries of members

Provide quality member service through needs-based sales solutions.

• Strong organizational skills and the ability to manage multiple member requests and commutation methods including in branch requests, kiosk requests, and email- ensuring accurate reconciliation of all items at the end of each shift.
• Provide comprehensive support for digital products and services, including online banking, duties will also include facilitating member access to historical statements, assisting members with skip pays, and collaborating with team members on various member-centric projects.
• Understand the branch communication technology that will be provided to ensure the communication is efficient between branches.
• Accurately process financial transactions through the proper use of technology, while applying policies and procedures.
• Provide world class service in meeting members’ needs, to enhance the member experience.
• Provide members with appropriate account and transaction information while ensuring confidentiality.
• Understanding of credit union products and services.

Support Branch Operations.

• Balancing and maintaining the cash levels in the ASK
• Serve as back up to Contact Center
• Direct members to appropriate departments.

Contribute positively to a cooperative work environment.

• Be a positive team member through cooperation, flexibility, dependability, and attendance.
• Attend and participate in meetings as required.
• Perform all other duties as assigned and assist the Contact Center departments as necessary.

Convey and maintain a professional environment.

Time Management.

• Prioritize tasks effectively, managing competing demands to meet deadlines and objectives.
• Implement efficient time management strategies to optimize productivity and workflow.
• Effective time management is essential to the ASK Role.
• Ability to efficiently allocate time for prompt responses to member inquiries on the kiosk.
• Dedicated focus on projects when assigned.

Pay and Benefits

Min : $19.05 Max : $28.58 (Pay Range)

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.

• High school graduate or equivalent
• Six months+ of financial institution experience and / or cash handling;
• Contact / sales experience preferred
• Experience in a financial institution is a plus
• Demonstrate passion for community involvement and financial literacy.
• Excellent communication and public relations skills
• Support with Bi-Lingual communication, both verbal and written.
• Bi-lingual, not required, but preferred.
• Excellent written and verbal communication skills
• Ability to work well under in fast pace environment
• Ability to multi task and prioritize tasks as they are given to you
• Be able to work in a call center, call room, service center, and branch environments
• Basic knowledge of computers and basic technology; proficient ten key / data entry skills.
• Ability to use a personal computer and related software applications.
• Strong Ability to work with technology related member service channels with strength focus based around eServices
• Solid math and bookkeeping abilities
• Valid driver's license and a clean driving record.
• Must be able to drive to different branches and the post office
• Familiarity with local roads, routes, and traffic patterns.
• Knowledge of basic vehicle maintenance and the ability to handle minor repairs or issues is a plus.

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

• Embodies the credit union’s core values : Trust, Compassion, Inclusivity / Diversity, Innovation, Empowerment, Stewardship, and Flexibility.
• 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 Measurements

JOB KNOWLEDGE : The depth and breadth of know-how to perform essential duties and functions of the job. The level of compliance with degree, certification, and training requirements.

Understanding of how individual job performance furthers organizational objectives. Willingness to update and expand skills, knowledge, and training.

• 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.
• PRODUCTIVITY : The level of work output and efficiency in completing job requirement. The ability to use time and resources well.
• WORK QUALITY : The level at which accurate and complete records are kept related to area of responsibility (member information, account information, loan files, new member information, etc.

The ability to accurately record, organize, and store company information. Compliance with established recordkeeping procedures and legal requirements.

• COMMUNICATION : The ability to effectively converse and listen to both internal and external members. The use of proper written and grammatical skills, and the meaningful application of computer technology e-mail, 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.
• POLICY COMPLIANCE : The degree to which the employee has a knowledge of and complies with organizational policies, procedures and guidelines.

Working Conditions

Standard office conditions

Please submit all applications through our Careers Website .