Member Relationship Representative/Concierge - AdelFi Banking

Member Relationship Representative/Concierge

Hourly Rate: $21/hour

Who are we looking for?

In addition to understanding our Statement of Faith, the qualified candidate for this position is committed to serving current and prospective members with best in class service as the bridge of a digital and personal experience.

What’s distinctive about this position?

The Member Relationship Representative primary role is to engage with existing and prospective consumer members and serve as a concierge to establish and deepen account relationships with AdelFi Credit Union. This role drives proactive growth conversations through multichannel engagements, ultimately elevating the member experience and building lifetime partnerships with members.

What are some responsibilities of this position?

• Makes proactive outreach to new membership applicants to conduct an onboarding appointment.  Makes a Pass/Fail determination primarily based on conversation and account match observation.
• Reviews account set up to ensure accuracy, alignment to goals, discusses other options, and provides instructions for next steps.
• Walks new member through digital banking enrollment and directs through digital optimization based on member’s needs and goals.
• Educates members on product offerings and services to improve their financial well-being. Explains pricing and answers questions from members/potential members building value in the member relationship.
• Follows up with members/potential members via telephone or email following initial contact.
• Provides regular reporting of membership application and funding production to management.
• This position will act as a backup and provide support to all Member Service Channels (such as the Digital Contact Center).Responsible for compliance with Member Information, Data Security Policy, OFAC/USA Patriot Act, and all application regulatory requirements.

What are some requirements of this position?

• Bachelor’s degree with 3-5 years related experience in the banking industry. Consultative selling in a financial institution or retail environment is a plus.
• Banking Products – Knowledge of and ability to provide products and services available through the Consumer retail banking.
• Digital Awareness – Shares, shows and supports clients on a variety of digital and online tools and resources allowing them to explore solutions to achieve their financial goals and financial well-being through the AdelFi conversation.
• Effective Communication – Understands concepts, tools and techniques of effective communication.
• Manages Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Matrix Management – Ability to build and use effective working relationships within own department and across departments.
• Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Prospecting – Knowledge of prospecting principles, processes, and skills; ability to identify and engage potential customers. Build relationships and create opportunities.
• Selling – Applies knowledge of consumer banking products and services to meet customer needs and enable them to achieve their financial goals. Must deliver a needs-based selling/educational approach to each interaction. Proven ability to originate, close and deepen engagement of products and services through proactive outreach activity.
• Risk Mitigation – Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits to avert loss and comply with applicable regulations. Demonstrates a heightened scrutiny to identify fraud.

What’s distinctive about AdelFi?

AdelFi provides a comprehensive, competitive total rewards package and an unparalleled work/life experience.