Member Relationship Associate

Member Relationship Associate

The Member Relationship Associate (MRA) is responsible for providing an exceptional in-branch member experience by understanding members' financial needs and how they conduct their banking, offering financial education, and consultative needs-based sales – making tailored recommendations and providing solutions to help members achieve their financial goals and dreams, which may require making referrals to other areas of the credit union.

As an MRA, you'll realize the meaningful impact of your knowledge and experience as a trusted financial partner for members by assisting and guiding them through pivotal financial moments such as opening their first account, creating savings goals, buying their first car or home, and planning for retirement. At Rock Valley Credit Union (RVCU), our focus is on providing personalized solutions that truly benefit each member and making a positive difference in members' lives!

• Collaboration:
  
  Collaborates and works with every team/department in the credit union at various times to give or obtain information, build relationships, assist and service member requests, and research and resolve issues.
• Focus on Purpose/Mission:
  Focuses on the credit union's purpose of making a positive impact on others, and RVCU's mission to educate members and the community, build deeper relationships, and provide exceptional service – all of which contribute to credit union growth.
• Accountability Measurement and Development:
  Responsible for completing goals/rocks/assignments timely and efficiently. Takes initiative to seek learning and growth opportunities through training, education, and collaboration with others.
• Member Service:
  • Provides "fast, easy, and personal" service consistent with service standards, including resolving problems, building relationships, and handling transactions and special requests.
  • Educates and advises members to make informed financial decisions.
  • Assists members with opening and closing accounts, answering questions about products and services, and providing financial solutions to members' needs and goals.
  • Enjoys building and deepening relationships through effectively listening, identifying needs, ongoing outreach activities, and actively monitoring the status of member relationships to promote business growth and enhance service quality.
  • Actively demonstrates digital expertise by using our digital platforms and educating members about our digital products, including online banking, bill pay, mobile banking app, ATM's/PTM's, etc.
  • Resolves escalated member concerns by determining the root cause of the problem, selecting and explaining the best solution, expediting correction/adjustment, and following up to ensure resolution.
• Sales:
  • Provides "fast, easy, and personal" service consistent with service standards, including resolving problems, building relationships, and handling transactions and special requests.
  • Educates and advises members to make informed financial decisions.
  • Assists members with opening and closing accounts, answering questions about products and services, and providing financial solutions to members' needs and goals.
  • Enjoys building and deepening relationships through effectively listening, identifying needs, ongoing outreach activities, and actively monitoring the status of member relationships to promote business growth and enhance service quality.
  • Actively demonstrates digital expertise by using our digital platforms and educating members about our digital products, including online banking, bill pay, mobile banking app, ATM's/PTM's, etc.
  • Resolves escalated member concerns by determining the root cause of the problem, selecting and explaining the best solution, expediting correction/adjustment, and following up to ensure resolution.
• Core Process, Policy, and Procedure Review and Recommendations:
  Protects all member and credit union information and maintains confidentiality and security. Upholds core processes, policies, procedures, legal, regulatory, and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance and security awareness-related courses as assigned.
• Community Advocate:
  Serves as a representative of the credit union and is actively visible and involved in the community.

• People Focused and Strong Communication
• Initiative, Achiever, Goal Driven
• Decision Making, Problem Solving, Adaptability
• Leadership, Management and Accountability
• Trustworthy, Reliable and Confidential

• Education equivalent to high school diploma, required
• Education equivalent to an associate degree at a university or community college, preferred
• 2+ years' experience in sales and customer service, preferred
• Previous teller or cash handling and financial institution experience, preferred
• Rotating Saturday availability

Who we are:

Rock Valley Credit Union (RVCU) is a not-for-profit…