Member Service Advisor - Southwest

Function

Description:

The Member Service Advisor I processes a variety of financial transactions and member services in the lobby and drive-up in a timely, accurate and professional manner while providing exceptional member service. This role maintains thorough knowledge of all Credit Union products and services. They consistently evaluate sales opportunities, make recommendations or offers products and refer members to the appropriate sales staff.

Reports to: Assistant Branch Manager or Branch Manager (depending on location)

Supervisory or Managerial Responsibility: None

Contacts: Credit Union members and their employers, Credit Union officials, Credit Union branches/departments, vendors and appropriate external financial service providers.

• Education:
  
  High School diploma or equivalent
• Work Experience:
  
  Six months teller experience or equivalent cash handling, and/or customer service
• Special Training, Certification or Licensure: N/A
• Work Environment and Conditions:
  Office environment. Continuous hours of standing. Varied hours and travel to other locations may be necessary.

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Communicates with members in a positive manner, through exceptional service, both in person and/or by telephone.
• Practices Bellco service standards and core values in all interactions with members, prospective members and personnel in other Bellco departments.
• Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members needs and referring members to the appropriate team member/partner.
• Understands and complies with all appropriate federal and state regulations, branch operations procedures and branch audit standards.
• Contributes to corporate and branch goals and supports current business priorities.
• Accesses and navigates devices and systems including TELLER phone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
• Demonstrates for members how to access and utilize TELLER phone and Bellco online banking.
• Routinely handles digital (phone and virtual) appointments, including the allocation of digital appointments to employees to ensure appointments start on time.
• Accesses member accounts to accurately perform non-lending service transactions.
• Accesses member accounts to conduct account maintenance.
• Performs other related duties as assigned by management.

Demonstrates strong oral and written communication skills. Ability to accurately and efficiently enter data and update member financial records. Ability and willingness to identify needs and sell appropriate products and services. Ability to obtain and perform Notary services.

Bilingual (Spanish) strongly preferred.

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adhere to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrate compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a…