Member Service Partner

US-WI-Waukesha
Job ID
2017-1513
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. Responsible for accurately processing financial transactions and being an effective source of information for our members. Provides friendly, professional, confidential and effective assistance to members by educating them on products and services that can save money and time, adding convenience and giving the member piece of mind. This position will be responsible for assisting members in either the teller or MSS capacity.

 

As a Member Service Partner, 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

  • Troubleshoots, researches and responds to member inquiries/complaints. Communicates with members regarding product and services (including but not limited to overdrafts, account closings, charges, fees etc) in person, via phone, email and mail etc. Responsible for handling objections and understanding the root cause of the issue.
  • Responsible for maintaining an effective working knowledge of all credit union products and services and department functions. Understands and can easily convey information regarding products and service to members.
  • Maintains high level of confidentiality to protect member information. This includes but is not limited to securing shredding at end of night, discard papers with member information in the shredding bin.
  • Performs all Member Service duties including but not limited to opening various new accounts, processing necessary information and educating the members as to services/products available as a result. Performs all loan duties by accepting loan applications, conducting loan interviews, processing and reviewing application and closing loans in accordance with established policies, procedures, authority and regulations. Analyze and act upon loan
    requests, deciding on routine loan requests as authorized and submitting those exceeding established loan limits to the appropriate channels.
  • Works to create a flawless Member Experience with members by putting the member first and foremost with
    everything that is done. Manages member relationships and communication professionally, including a neat`
    workspace and professional appearance.
  • Proactively seeks ways to expand member relationships in order to achieve, individual, branch and credit union goals. This may include outbound calls, uncovering needs or referring solutions. Continuously and effectively sells and cross-sells all products and/or services, answers member inquiries and educates members. Ensures that crosssell opportunities are maximized and sales goals are achieved continuously by matching member needs to
    product benefits.
  • Responsible for Teller responsibilities as needed. Demonstrate accuracy and efficiency with financial transactions for checking, savings and borrowing members: receives funds, posts transactions and pays out funds as requested. Verbally confirm intended transactions with member to assure needs are met and minimize redoing. Balances cash drawer daily to assure accuracy in transactions and notifies supervisor regarding any outages.
  • Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act,
    and the Office of Foreign Assets Control.

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. 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 or travel off site 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 or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable 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 the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external 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

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

 

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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