Membership Advisor Assistant Manager

Job Description

Job Description

Role:

Provide support and assistance to members and non-members with the intention of creating an engaged member. Responsible for opening new memberships for non-members who are working with the Centralized Sales Department, Mortgage Department, Indirect, or other area that is helping the potential member secure a loan. Also responsible for making outbound calls to current members with the purpose of generating additional deposit products and an overall more engaged member.

Essential Functions & Responsibilities:

Handle escalated calls and challenging scenarios as needed when the manager is not available; Ensure all Membership Advisors have appropriate training and other resources to perform their jobs. Provide leadership, guidance and support to the Membership Advisor team members.

Become a SME by maintaining up to date knowledge of all credit union products and services related to opening new memberships, enhancing relationship with current members through our CRM and other connection points.

Assist Management in establishing work procedures, call scripts and processes that support departmental standards. Responsible for suggesting developing methods to help improve efficiencies that will impact our Member Experience

Assist management with team schedules to meet anticipated levels of production, Assist with monthly goals setting, coordinate and set meeting agenda items.

Support Centralized Sales, Indirect, Mortgage Department and other lending areas in onboarding all new members. Responsible for explaining the benefits of First Service checking accounts, debit cards and other deposit related products

Actively educate and inform members on all credit union products and actively cross-sell all products/services to meet monthly production goals. Assist member(s) with account inquiries in a timely and accurate manner and perform all functions associated with account maintenance as requested including but not limited to personal and account data changes, address changes, and account closures.

Responsible for ensuring compliance issues are properly administered in the member services area.

Resolve and follow-up on member complaints and issues to ensure the highest quality member service.

Provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering telephone immediately and responding to correspondence within one business day.

Perform other job duties as assigned.

Performance Measurements:

1. Accurately and efficiently open up memberships for non-members and begin to establish relationships with members to increase core deposits
2. Possess and maintain knowledge of all credit union products, services, policies and procedures so that they can be effectively communicated to the employees and members.
3. Making outbound sales calls via the credit union’s CRM platform
4. Making outbound sales calls via the credit union’s CRM platform
5. Provide financial information to members and potential members either by mail, telephone, or email
6. Must have excellent communication skills with managers, co-workers, subordinates and members.

Knowledge and Skills:

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

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Customer service skills, Detail-oriented, and Multi-tasking.

Require strong written and verbal communication skills.

Requires the ability to build strong relationships both inside and outside the credit union.

Requires a high level of problem-solving capabilities as well as curiosity, self-motivation and adaptability.

Requires creativity and innovation for finding new and more efficient ways of doing things.

Requires excellent time management skills and the ability to schedule work activities so deadlines are met and goals are accomplished in a timely and organized manner.

Requires exceptional attention to detail.

Requires strong work ethics and the ability to work with a fast-paced team.

Physical Requirements: While performing the duties of the job, the employee is regularly required to:

-position self to move about the work area

-reach, grab, sort

-communicate in person and via telephone with others

-identify and recognize small font communication

-ability to transport a minimum of 10 pounds