Member Advisor

Member Advisor

The Member Advisor plays a vital role in building trusted financial relationships with our members through high-quality service, expert guidance, and operational excellence. This role goes beyond basic transactions—it's about delivering personalized support, solving problems with care, and helping members navigate their financial lives with confidence. Member Advisors are expected to serve as frontline experts in both transactional and consultative service, contributing to the overall success and efficiency of the branch. This role is accountable to complete all assigned compliance and information security training and comply with the credit union's policies and procedures related to the Bank Secrecy Act and Office of Foreign Assets Control (OFAC).

Assumes responsibility for providing an exceptional member experience:

• Serves as the primary point of contact for members, ensuring every interaction is welcoming, efficient, and solutions-oriented.
• Greets members promptly and professionally while building rapport and trust through genuine engagement.
• Listens actively to member needs and provides tailored recommendations for products, services, and tools that support their financial goals.
• Resolves member questions, concerns, and account issues with a sense of ownership and urgency.
• Demonstrates commitment to service excellence by following up when necessary and exceeding expectations.
• Demonstrates and educates new members on digital tools including PC Banking and Bill Payment systems.
• Completes special service requests such as immigration letters and pre-authorized draft forms; assists with Forgery Affidavits and routes them appropriately.

Assumes responsibility for performing a wide range of account and transaction services:

• Executes financial transactions accurately and opens new accounts with attention to compliance, detail, and member education.
• Processes deposits, withdrawals, payments, transfers, and other standard transactions efficiently and with a high degree of accuracy.
• Opens and services personal accounts, including checking, savings, certificates, and IRA accounts.
• Performs account maintenance, including changes to account ownership, address updates, and more complex servicing needs.
• Orders and issues checks for members as needed.
• Assists members with checkbook balancing, stop payments, and fee refunds (e.g., NSF fees, check order fees, safe deposit box fees).
• Compiles paperwork for services such as direct deposit, payrolls, allotments, and automatic transfers.
• Handles all transactions pertaining to IRA accounts with attention to compliance and documentation.

Assumes responsibility for supporting branch sales and relationship growth goals:

• Partners with teammates to identify member needs and deliver relevant solutions that deepen engagement.
• Conducts needs-based conversations to uncover opportunities for loans, credit cards, insurance, or investment referrals.
• Refers members to internal specialists and partners (e.g., lending officers, financial advisors) as appropriate.
• Achieves monthly sales volume goals by cross-selling appropriate products and services to members.
• Maintains knowledge of current products, promotions, and policies to confidently advise members.

Assumes responsibility for operational and compliance excellence:

• Maintains high standards for operational accuracy, branch security, and risk mitigation.
• Balances and maintains assigned cash drawer and/or vault according to policy.
• Assists with daily branch operations including ATM balancing, night drop, and opening/closing procedures.
• Posts and balances payroll deposits from groups within the field of membership.
• Ensures timely completion of logs, reports, and documentation in accordance with internal controls.
• Adheres to all regulatory guidelines, including BSA, OFAC, and privacy standards.
• Participates in audits, compliance training, and continuous improvement initiatives.

Assumes responsibilities for related duties as required or assigned.

Education/Certification & Experience:

• High School diploma or equivalent
• Minimum one (1) year of financial institution, retail banking, or customer-facing sales and service experience.
• Experience opening accounts or performing comparable servicing duties

Skills/Abilities:

• Strong attention to detail with proven accuracy in handling transactions and documentation
• Excellent interpersonal, communication, and problem-solving skills
• Proficiency with digital tools and comfort navigating multiple systems
• Demonstrated desire to grow within the organization
• Bilingual ability a plus
• Compliance with all governing regulations, especially the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws

Behaviors:

Preferred

Enthusiastic: Shows intense and eager enjoyment and interest

Dedicated: Devoted to a task or purpose with loyalty or integrity

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities