Member Experience Advisor II - First Alliance Credit Union

Position Summary

The Member Experience Advisor II will play a key role in facilitating the account opening process for new members. This position requires a strong understanding of financial products, excellent interpersonal skills, and a commitment to delivering exceptional service to members. The successful candidate will work closely with clients to gather necessary information, explain account options, and ensure a smooth onboarding experience.

Essential Functions

1.    Account Opening

a.    Welcome members with a warm and professional demeanor as they enter the lobby.

b.    Assist members with opening new accounts and maintaining existing accounts.

c.    Build and maintain positive relationships with members to enhance their overall experience.

1. Cross-Sell the appropriate loan products and services based on member need
2. Process account closures and modifications promptly
3. Open IRA, HSA, Business, and other accounts for members
4. Adhere to CIP guidelines, policies, and procedures

2.    Provide support to members and the branch as needed

1. Complete loan applications for members as needed.
2. Print debit cards for members
3. Initiate debit card and kiosk disputes
4. Conduct coin transactions
5. Manage and balance the vault and coin machine daily
6. Print cashier’s checks
7. Troubleshoot issues with the kiosk
8. Conduct transactions for members as needed
9. Order checks and other financial products for members
10. Direct members to the appropriate team member as needed
11. Position yourself to be viewed as an expert in knowledge of all Credit Union products necessary to discuss features and benefits and process requests

3.    Contribute positively towards a cooperative work environment for members and co-workers. 

1. Assist in evaluating quality and effectiveness of service delivery and make recommendations to management based on member feedback about the competitiveness of our products and services.
2. Strong knowledge of technology channels especially within line with the credit unions eService channels.
3. Keep supervisors informed of area activities and significant problems.
4. Attend and participate in meetings as required.
5. Keep work area clean, secure, and well maintained.
6. Assume responsibility in fostering a team centric service environment.
7. Perform all other duties as assigned.
8. Work closely with team members to ensure the community space is always represented with credit union staff to aid in direction of new and potential members.

Success Metrics

1. Functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures
2. Membership growth is well represented as utilization of the community space.
3. Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved
4. Accurate and complete information about credit union products and services is provided to members
5. Good working relationships and coordination exist with personnel and with management. Appropriate assistance is provided to staff as needed. Supervisor is informed of activities
6. Required balancing and reports are accurate, complete, and timely
7. The credit union’s professional reputation is conveyed and maintained

Pay and Benefits

$21.50 Hourly

There may be an increase of base pay based on skills and experience.

Benefits include: 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Requirements:

Competencies

The attributes listed below are representative of the knowledge, skills and/or abilities required.

Education: A high school education or GED.

• Associates or bachelor’s degree in Finance, Business or related field is a plus.

Experience: One year to three years of similar or related experience.

• At least six months of experience in the Member Advisor I role is preferred.
• At least one to three of experience in member service at a full-service financial institution.

Skills: Excellent communication and public relation skills

1. Ability to work well under pressure
2. Ability to use a personal computer and related software applications.
3. Solid math and bookkeeping abilities

Member-Centric Service: Commitment to delivering superior member service and aligning with credit union’s mission and values.

Communication: Excellent verbal and written communication skills, with the ability to explain complex financial concepts clearly and effectively.

•  Bilingual skills are a plus.

Collaboration: Ability to work effectively within a team and foster strong working relationships across departments

• General knowledge of credit union policies and procedures
• Basic understanding of loans, payment process, and credit union products.

Professionalism/Attitude

• Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.
• Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.
• Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.
• Displays an on-going commitment to learning and self-improvement in areas that are job and/or organization relevant.

Leadership

• Embodies the credit union’s core values: Trust, Compassion, Inclusivity/Diversity, Innovation, Empowerment, Stewardship, and Flexibility. 
• Takes initiative to be involved in networking opportunities in the community.
• a desire to make a positive impact through financial education and advocacy.
• Generates innovative ideas, and creative solutions to challenging problems.
• Models’ behavior that builds inter-personal trust and personal integrity within the team.
• Offers to take additional responsibilities contributing to the success of the team.

Performance Measurements

1.    Core Values

a.    Overall outlook toward First Alliance Credit Union’s Core Values is strong, and continual commitment to the credit union’s culture.

2.    Job Knowledge

a.    Maintain a strong understanding of job knowledge and ability to perform the essential duties and functions of the position. Maintain or exceed acceptable level of training requirements.

b.    Understand how this role and performance of duties impacts the company’s success. Continually seek training and development to improve job knowledge. Maintain an understanding of related jobs and functions.

3.    Member Experience

a.    The degree to which member service is demonstrated in the day-to-day business environment.

b.    The level of support for co-workers as well as outside members, vendors, contractors, and legal counsel etc.

4.    Work Quality

a.    The level at which accurate and complete records are kept related to area of responsibility (member information, account information, loan files, new member information, etc.). 

b.    The ability to accurately record, organize, and store company information. Compliance with established recordkeeping procedures and legal requirements.

5.    Communication

a.    The ability to effectively converse and listen to both internal and external members.

b.    The use of proper written and grammatical skills, and the meaningful application of computer technology [e-mail, Internet, web-based vendor platforms, etc.].

6.    Productivity

a.    The level of work output and efficiency in completing job requirement. 

b.    The ability to use time and resources well.

7.    Policy Compliance

a.    Maintain an acceptable level of knowledge and compliance with organizational procedures, guidelines, and policies.