Member Advisor

Join to apply for the Member Advisor role at Enrichment Federal Credit Union

Want to work for a non‑profit organization whose premise is “People helping people”? Enrichment FCU offers outstanding benefits, and the opportunity to work with a team built on integrity and exceptional service to others. Join our team and help make a difference in the financial well‑being of our members! The perks are so rewarding.

• Medical, Dental, and Vision Insurance
• Company paid Long‑Term Disability, Basic Life, and AD&D
• 401k and Company Match
• Vacation, Sick time, and Holiday pay
• Employment Assistance Program
• End of Year Bonus

The Member Advisor serves as an ambassador of the credit union’s digital branch experience, blending personalized financial guidance with technology‑enabled services to deliver an outstanding member experience. This role ensures members enjoy a seamless and exceptional journey when using Interactive Teller Machines (ITMs), participating in consultations, engaging in account services, and connecting with experts through the digital office. Member Advisors play a vital role in delivering exceptional service, fostering member trust, and offering expert financial guidance.

Two or four‑year college degree preferred or equivalent member/customer service experience in a related field.

• Promptly greet each member with warmth and professionalism, using open‑ended questions to understand their needs and provide proactive, guided support throughout their visit.
• Guide members to the appropriate service areas such as ITMs, account support, or consultations based on their individual needs, while providing continuous support throughout their visit.
• Maintain continuous engagement with waiting members through eye contact and conversation.
• Maintain knowledge to effectively support member needs, resolve card and online banking challenges, support account research, updates, and troubleshooting. Provide assistance with dispute resolution and fraud prevention.
• Offer demonstrations and provide hands‑on assistance to build member confidence in digital tools.
• Foster a member‑centric culture that emphasizes tailored financial advice and easy access to digital services.
• Support members in achieving their financial goals by providing personalized guidance on budgeting, debt management, savings strategies, credit building, and goal setting, while promoting overall financial wellness through education.
• Build lasting relationships by understanding member goals and offering tailored financial solutions.
• Assist members with account services when they prefer in‑person support, managing necessary data entry, forms, signatures, and documentation to meet their needs.
• Manage updates to personal information, card replacements, account ownership changes, and support members in adding new products or services to their account.
• Educate members on credit union products, digital banking tools, and self‑service options.
• Encourage adoption of digital services to enhance convenience and accessibility.
• Address sensitive member concerns with empathy and professionalism, resolving issues promptly and thoughtfully, and escalating to management when appropriate.
• Collaborate closely with cross‑functional teams to reduce ITM service interruptions and downtime, partner with other departments to meet member needs and deliver a seamless experience.
• Embrace and apply EFCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, member relationship and service standards, and be committed to minimizing variation and maximizing value. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
• Meet or exceed established individual and/or team goals through the consistent application of EFCU’s member relationship and service standards in all member interactions. Support marketing programs and promotions by creating member awareness.
• Responsible for regular and predictable attendance including punctuality.
• Participate in all required and recommended training and development. Participate in credit union team projects when the…