Senior Member Advisor

Job Description

Job Description

JOIN Soarion Credit Union in 2026!!

We take care of our people: Joining Soarion Credit Union is the career move to make in 2026! Soarion Credit Union offers FREE Health and Dental Coverage for you as an employee, as well as a GENEROUS Paid Time Off (PTO) bank for rest and relaxation away from work! We also offer all paid days off for Federal holidays!

Job Summary:

The Senior Member Advisor serves as the lead service and operational expert on the financial center floor. This role is accountable for delivering exceptional member experiences, performing a full range of financial services, modeling service excellence, and supporting the growth of the financial center through strong relationship-building and proactive engagement. Senior Member Advisors lead by example in every interaction, demonstrating the credit union’s values, maintaining high operational standards, and providing peer coaching to ensure the entire team consistently meets all service, growth, and operational efficiency expectations.

Supervisory Responsibilities: Does not have supervisory responsibilities.

Work Location: This is an onsite position. Occasional remote work may be available for select positions and is subject to prior approval by management.

Essential Functions & Responsibilities:

Member Experience Ownership

• Own the consistent delivery of exceptional member experiences within the financial center.
• Personally greet and engage members with professionalism, energy, and a genuine commitment to meeting their financial needs.
• Set the standard for personalized service, proactively identifying member needs and delivering tailored solutions.
• Serve as the first level of escalation for member concerns, taking full ownership to resolve issues promptly and effectively without unnecessary handoff, ensuring outcomes that build trust and loyalty.
• Actively promote credit union products and services that support members’ financial well-being.

Member Service Execution

• Perform all member service functions, including teller transactions, new membership openings, account maintenance, and origination of all types of consumer loans.
• Flex across all service areas as needed to ensure efficient operations and meet member demand during peak traffic periods.
• Maintain expert-level knowledge of credit union products, services, procedures and policies to confidently support a wide range of member needs and frontline staff.
• Ensure all member interactions are handled accurately, efficiently, and in alignment with service expectations.

Floor Leadership & Peer Coaching

• Provide informal leadership on the floor by modeling exemplary service behaviors and operational best practices.
• Coach Member Advisors in real time to strengthen their service delivery, transactional accuracy, and consultative skills.
• Encourage and guide peers to adopt consistent, high-quality approaches to greeting, engaging, and assisting members.
• Demonstrate initiative by identifying service or operational improvements and addressing them or escalating appropriately.
• Share feedback with management regarding observed skill gaps, training needs, and service opportunities to support continuous improvement.

Operational Excellence & Compliance

• Oversee the day-to-day execution of frontline operations to ensure accuracy, efficiency, and adherence to all credit union policies and procedures.
• Maintain audit-ready standards through diligent cash handling, balancing, documentation, and risk management practices.
• Serve as the primary on-floor resource for operational questions and guidance, helping maintain consistent, compliant processes among the team.
• Adapt quickly to changes in procedures, technology, or member needs while maintaining a positive, solutions-focused approach.
• Apply strong critical thinking and problem-solving skills to address operational challenges effectively and maintain smooth daily operations.

Member Relationship Development & Growth

• Build and sustain strong, trust-based relationships with members by actively listening, demonstrating empathy, and delivering thoughtful financial solutions.
• Identify opportunities to deepen member relationships through cross-selling, referrals, and proactive outreach.
• Meet personal goals and support the team in achieving theirs through coaching, focus, and collaboration on growth, engagement, and operational excellence.
• Take responsibility for maintaining elevated levels of member satisfaction that contribute to the credit union’s long-term success.

Cultural Leadership & Values Alignment

• Consistently demonstrate and reinforce the credit union’s values, mission, and service culture in all interactions with members and colleagues.
• Promote an inclusive, respectful, and collaborative environment within the financial center team.
• Maintain a positive, enthusiastic presence on the floor, helping foster an energizing and motivating atmosphere for both members and staff.
• Actively participate in continuous improvement efforts by sharing ideas and feedback to enhance the member experience and operational efficiency.
• Demonstrate commitment to continuous learning by participating in training, staying informed about products and policies, and applying new knowledge to improve service delivery.

Knowledge and Skills:

• Proven ability to deliver exceptional, personalized member service with a consultative, relationship-building approach.
• Advanced knowledge of credit union products, services, policies, procedures, and compliance requirements.
• Strong operational expertise in performing accurate teller transactions, opening new memberships, and originating all types of consumer loans.
• Ability to serve as the on-floor resource for operational questions, demonstrating mastery of daily processes and risk controls.
• Skilled in coaching and mentoring peers informally to reinforce service excellence, operational accuracy, and credit union values.
• Effective communication and people skills to build trust and rapport with members and support a collaborative team environment.
• Capacity to identify member needs proactively and deliver tailored solutions that support growth, product adoption, and engagement goals.
• Commitment to upholding strict confidentiality, ethical standards, and maintaining an audit-ready work environment.
• Ability to adapt to changing procedures, technology, and member expectations while maintaining a positive, enthusiastic, and professional demeanor.
• Proficiency in using credit union systems and tools to ensure accurate, efficient service and support training of less experienced staff.

Education and Experience:

• High school diploma or equivalent required; associate’s degree in business administration, Finance, or a related field preferred.
• 1–3 years of relevant experience in a financial institution or retail banking; credit union experience highly preferred with a strong understanding of member-first service.
• Proficient in 10-key data entry by touch, ensuring speed and accuracy in transactions.
• Demonstrated ability to operate standard office equipment and computer systems efficiently and accurately.
• Excellent interpersonal, organizational, and telephone etiquette skills, with a professional and member-focused approach.
• Effective communication skills, both written and verbal, with the ability to explain complex information clearly and confidently.
• Solid working knowledge of PCs, including proficiency with word processing, spreadsheets, and Internet/intranet applications.
• Proven ability to exercise sound judgment, problem-solving and critical thinking skills, and maintain confidentiality in all interactions.

Physical Requirements:

• Primarily sedentary role, requiring the ability to remain seated and perform desk-based work for approximately seven (7) hours per day.
• Ability to bend, stoop, walk, and navigate stairs for up to one (1) hour per day as needed to support member service and operational tasks.
• Ability to lift, move, or transfer equipment, supplies, or materials weighing up to 15 pounds.

Special Requirements

• Must be bondable.
• Availability to work outside normal business hours or Saturdays, as needed.

We are Committed to Equal Opportunity.

Soarion Credit Union believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for the positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our Know Your Rights: Workplace Discrimination is Illegal Poster reaffirms this commitment.

Soarion Credit Union is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our Human Resources team at View email address on ziprecruiter.com.