Member Service Advisor II

Summary Answers a high volume of calls, helps members with transactions, questions, product knowledge and troubleshooting online and mobile banking related matters. Contributes to the generation of new business and provides ongoing relationship servicing with current members. Responsible for a strong understanding of all credit union products and services with the ability to identify and offer additional referral opportunities.

Key Responsibilities Assists in meeting department goals by expanding member relationships through active selling of credit union products and services in support of production and profitability goals.

Evaluates needs of new and existing members and offers appropriate financial products and services. Looks for referral opportunities to internal and external partners, such as eBranch, Wealth Management, Mortgage, insurance, credit card, etc. Possesses a strong understanding of all functionality of FMFCU remote delivery systems, in an effort to service more complex member interactions. Educates members on the use of self-service technology.

Accurately complete routine financial transactions including transfers, loan payments, stop payments, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.

Responds to complex member inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.

Promotes loan products/services that benefit the member and completes loan applications.

Professionally corresponds with members using all remote delivery channels with a sense of ownership. Thoroughly verifies member identification

Maintains high service standards established for the department. This includes high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores.

Operates various programs/software to accurately and efficiently assist members.

Analyzes, researches, and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution. Refers problems that are beyond their authority to their supervisor, along with their recommendations.

Identifies fraud and prevent future fraud.

Ensures all credit union members and employee-related business is kept in the strictest of confidence which includes maintaining a secure work space at all times.

Participates in and supports community events.

Performs other duties as assigned.

Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.

Education/Experience Minimum of 2 years of related financial services or call center experience required

High School Diploma/GED required2 years of college preferred.

Secondary language skills desirable.

Other Qualifications Strong demonstrated abilities required:

Customer/Member Service Interpersonal/Team Player Motivated/Works Independently Sales/Negotiation Skills Analytical/Problem Solving Organizational Skills Detail Oriented Verbal/Written Skills Microsoft Office Prioritize/Multi-task

Also required:

Ability to work a flexible schedule

Must maintain confidentiality

Strong listening skills

Ability to service members by making them feel welcomed, engaged, and significant with every interaction

Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Ability to sit for extended periods; occasional standing

Frequent use of hands/fingers for typing and operating standard office equipment

Ability to hear and speak clearly

Visual acuity to read computer screens and written documents

Minimal physical exertion; occasional walking

Other Duties This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

What we offer to our team members:

A competitive salary

Team Based Incentives and Performance Bonus Opportunities Referral Incentive Opportunities Generous Paid Time Off Medical, Dental and Vision plans

Health Savings Account with employer contribution

Flexible Spending Accounts
401K with employer contribution and match

Employer paid life insurance/AD&DSupplemental insurance plan options

Employer paid Short and Long term disability programs

Paid Family Leave…