Member Service Specialist

US-MI-Southgate
Job ID
2017-1468
Category
Sales

Roles

What you should know about Advia

Advia is a fast growing Credit Union that is positioned in the top 3% of credit unions across the United States with over 1 billion in assets.  We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages.  We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations.  The work environment at Advia is fast-paced, performance based and fun infused.  We certainly live by the saying “work hard, play hard.”  As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

 

What you should know about the role

The most essential function of this position is to assist the credit union members in experiencing the advantage. This is accomplished by providing outstanding sales and service to both internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core. Promotes a sales and service culture by actively recommending Credit Union products that effectively meet the member’s needs. In alignment with established policies and procedures, acts as a liaison for the member and the Credit Union and is responsible to grow both loan and deposit accounts. Counsels members regarding their financial matters. Promotes the Credit Union philosophy and objectives.

 

As a Member Service Specialist, you will have opportunities to:

  • Have a large and tangible impact on members lives as well as branch performance
  • Self-manage your day-to-day workflow
  • Develop and display your coaching and leadership skills
  • Be an important part of a fun, dynamic and high-performing sale and service team.

Major Duties

Assumes responsibility of effective and professional delivery of credit union products and services.

  • Actively and professionally cross-sells Credit Union services.
  • Counsels members regarding money management and financial matters. Counsels members whose loan requests were denied, explaining reasons and alternatives.
  • Resolves members' requests and questions promptly and courteously. 
  • Ensures that the Credit Union's quality and professional reputation is projected and maintained.

Assists in establishing and maintaining effective coordination and communication with area personnel and with management.

  • Assists area personnel as needed.
  • Assists in training and cross-training member solutions representative support personnel.
  • Completes reports and records promptly and accurately. Create loan and product supporting documents as required.
  • Coordinates functions with related departments and Branches and provides support as needed.
  • Attends meetings as required.
  • Keeps management informed of area activities and of any significant problems.

Assists in evaluating and maintaining effective branch processes and controls.

  • Receives, inspects, and verifies cash and negotiable instruments for deposit, accepts loan payments, receives IRA contributions and performs a variety of other functions as directed and in accordance with established policies and procedures.
  • Problem solves teller balancing issues.
  • Performs branch audits.
  • Performs ATM Balancing.

   Assumes responsibility for related duties as required or assigned.

  • Conducts new account functions, including share, share draft, direct deposit and certificates; explains various account and ownership options, providing the necessary counseling to meet members’ needs, and obtains the required information and documentation. Prepares all documents and paperwork; assists members with completing forms. Reviews all member account cards.
  • Accept loan applications and scan information into loan software.
  • Within established levels of authority, processes member’s financial transactions, resolves problems, and answers questions regarding all of Credit Union’s products and services.
  • Conduct member communications through greeting, phone systems, email response, and written member notifications.
  • Stays informed regarding local and national economic conditions, legal and regulatory changes and trends.
  • Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
  • Applies knowledge of credit union systems, policies, and procedures. Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

 

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

 

Mental and/or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

 

Acknowledgement

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time. Advia Credit Union is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills & Experience

Interpersonal Skills Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.

 

Experience A minimum of one year up to three years of similar or related experience, including preparatory experience.

 

Education A high school degree or equivalent.

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