Senior Member Advisor - Homestead

Job Title

Provides exceptional member service by serving as a consultant to members on a wide variety of deposit and loan transactions/inquiries including new accounts and loan applications/closings, resolving member issues accurately and in a timely manner, and effectively identifying members' needs and making appropriate referrals for Credit Union's products and services. Also assists the Branch Manager and Assistant Branch Manager in supervising the daily operations of the office.

Duties & Responsibilities:

• Processes various types of transactions for members including cash and non-cash deposits, withdrawals, loan payments, transfers, cash advances, cashier's checks, savings bonds, IRA deposits, CD withdrawals, etc.
• Services member accounts by preparing the necessary paperwork for wire transfers; processing stop payment requests, direct deposit payroll request forms, new/lost/stolen cards, check orders, and temporary checks; assisting with Online Banking setup; processing address change requests; and printing copies of checks and statements.
• Opens, closes, transfers and provides member access to safe deposit boxes and completes necessary documentation.
• Has expert knowledge and ability to discuss in-depth features and benefits of all credit unions products and services. Maintains awareness of all current promotions or campaigns.
• Maximizes every member contact as an opportunity to identify what Credit Union products and services would be beneficial to them and makes appropriate referrals.
• Serves as "lobby leader" and is responsible for assessing walk-in member's needs and directing them to the appropriate information source to ensure maximum lobby efficiency and minimize member waiting time.
• Serves as a school branch liaison at the Credit Union's high school branches as necessary.
• Routinely participates in external networking and promotional events with local schools, colleges, and other community business partners.
• Actively participates in team meetings/daily huddles to provide input and ideas regarding branch business strategy.
• Assists members with opening Share Certificates and IRAs and processes account maintenance requests as needed.
• Processes new account requests and has full lending capabilities for applications and closings
• Obtains license to offer credit life and disability insurance on all lending products. Possesses expert level knowledge on other lending ancillary products such as GAP insurance and Vehicle Service Agreements in order to discuss benefits with members.
• Regularly follows up with members through the process of onboarding new accounts or obtaining necessary information for loan closings. Assists with outbound calling as needed.
• Assists with training and mentoring of new Member Advisors to ensure all aspects of the skills checklist are mastered.
• Assists members with various advanced account maintenance. This includes but is not limited to account reconciliation, address changes, name change, add joint and/or beneficiary, share ID and account number changes, fraud disputes, letters, etc.
• Provides Notary, Medallion and Signature Guarantee stamp services.
• Processes approved Power of Attorney and Trust Account related transactions.
• May be required to register for NMLS number to process mortgage and equity applications and closings.
• Role models servant leadership at all time and inspires others to embrace the Credit Union mission of people helping people through personal conduct and performance.
• Supports the process of delivering daily huddles and monthly meetings with branch staff to recognize staff achievements, provide product education, and share meaningful business updates.
• Assists with vault and cash machine management including balancing, ordering cash, loading, etc.
• Assists with resolving member escalations when possible. Refers members to Branch Manager or Assistant Branch Manager when necessary.
• Overrides transactions within designated limits taking care to perform due diligence for each override.
• Required to have the ability to travel throughout the branch network to provide staffing assistance at all branch locations when necessary.
• Required to work on Saturdays.
• Full compliance with BSA rules and regulations.
• Reviews OFAC matches within designated risk score and provides clearance to staff on false positive matches.
• Performs other duties as assigned by management.

Skills and Abilities:

• Strong organization and time management, problem solving, troubleshooting, and communication skills are required.
• Devoted to a task or purpose with loyalty or integrity.
• Shows intense and eager enjoyment and interest.
• Works well as a member of a group.
• Capable of carrying out a given task with all details necessary to get the task done well.

Qualifications

Preferred Skills:

• Conflict Resolution: Advanced
• Problem Solving: Advanced
• Member Service: Advanced
• Cash Handling: Advanced
• Active Listening: Advanced

Preferred Education:

• Associates or better.

Required Experience:

• 4-7 years: Customer Service or Financial services experience

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.