Senior Member Advisor

JOIN Soarion Credit Union in 2026

We take care of our people:
Joining Soarion Credit Union is the career move to make in 2026! Soarion Credit Union offers FREE Health and Dental Coverage for you as an employee, as well as a GENEROUS Paid Time Off (PTO) bank for rest and relaxation away from work! We also offer all paid days off for Federal holidays!

Job Summary:

The Senior Member Advisor serves as the lead service and operational expert on the financial center floor. This role is accountable for delivering exceptional member experiences, performing a full range of financial services, modeling service excellence, and supporting the growth of the financial center through strong relationship-building and proactive engagement. Senior Member Advisors lead by example in every interaction, demonstrating the credit union's values, maintaining high operational standards, and providing peer coaching to ensure the entire team consistently meets all service, growth, and operational efficiency expectations.

Supervisory Responsibilities:

Does not have supervisory responsibilities.

Work Location: This is an onsite position. Occasional remote work may be available for select positions and is subject to prior approval by management.

Essential Functions & Responsibilities:

Member Experience Ownership

Own the consistent delivery of exceptional member experiences within the financial center.
• Personally greet and engage members with professionalism, energy, and a genuine commitment to meeting their financial needs.
• Set the standard for personalized service, proactively identifying member needs and delivering tailored solutions.
• Serve as the first level of escalation for member concerns, taking full ownership to resolve issues promptly and effectively without unnecessary handoff, ensuring outcomes that build trust and loyalty.
• Actively promote credit union products and services that support members' financial well-being.

Member Service Execution

Perform all member service functions, including teller transactions, new membership openings, account maintenance, and origination of all types of consumer loans.

Flex across all service areas as needed to ensure efficient operations and meet member demand during peak traffic periods.

Maintain expert-level knowledge of credit union products, services, procedures and policies to confidently support a wide range of member needs and frontline staff.

Ensure all member interactions are handled accurately, efficiently, and in alignment with service expectations.

Floor Leadership & Peer Coaching

Provide informal leadership on the floor by modeling exemplary service behaviors and operational best practices.

Coach Member Advisors in real time to strengthen their service delivery, transactional accuracy, and consultative skills.

Encourage and guide peers to adopt consistent, high-quality approaches to greeting, engaging, and assisting members.

Demonstrate initiative by identifying service or operational improvements and addressing them or escalating appropriately.

Share feedback with management regarding observed skill gaps, training needs, and service opportunities to support continuous improvement.

Operational Excellence & Compliance

Oversee the day-to-day execution of frontline operations to ensure accuracy, efficiency, and adherence to all credit union policies and procedures.

Maintain audit-ready standards through diligent cash handling, balancing, documentation, and risk management practices.

Serve as the primary on-floor resource for operational questions and guidance, helping maintain consistent, compliant processes among the team.

Adapt quickly to changes in procedures, technology, or member needs while maintaining a positive, solutions-focused approach.

Apply strong critical thinking and problem-solving skills to address operational challenges effectively and maintain smooth daily operations.

Member Relationship Development & Growth

Build and sustain strong, trust-based relationships with members by actively listening, demonstrating empathy, and delivering thoughtful financial solutions.

Identify opportunities to deepen member relationships through cross-selling, referrals, and proactive outreach.

Meet personal goals and support the team in achieving theirs through coaching, focus, and collaboration on growth, engagement, and operational excellence.

Take responsibility for maintaining elevated levels of member satisfaction that contribute to the credit union's long-term success.

Cultural Leadership & Values Alignment

Consistently demonstrate and reinforce the credit union's values, mission, and service culture in all interactions with members and colleagues.

Promote an inclusive, respectful, and collaborative environment within the financial center team.

Maintain a positive, enthusiastic presence on the floor, helping foster an energizing and motivating atmosphere for both members and staff.

Actively participate in continuous improvement efforts by sharing ideas and feedback to enhance the member experience and operational…