Personal Advisor Team Lead

Job Description

Job Description

Purpose & Core Values 

The primary   purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values. 

 

Position Summary

This position is responsible for serving as the Credit Union’s lead personal advisor including handling member transactions and member center operations in an expert fashion with expert knowledge and service focus. This position meets or exceeds individual sales and service goals and acts as a mentor to the personal advisors and member center. In the absence of a Member Center Assistant Manager, this role would be responsible for the daily operations of the member center. As a member of the member center leadership team, this position will promote, mentor, and coach staff on meeting and exceeding sales and service goals. This role is an individual contributor at the Credit Union.

Core Competencies

• Core Values: 
  1. Committed : We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
  2. Charitable : We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
  3. Credible : We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
  4. United : We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

• Adaptability/Initiative : Adjusts quickly and effectively to changing conditions and demands, views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things. Is able to take on a variety of different tasks and roles in the organization. Can move in a relatively seamless manner from one task or focus to another and can fill in for other team members when they are absent or are experiencing work overload. Looks for new and productive ways to make an impact/value to the organization and/or team. Demonstrates a positive attitude when faced with organizational change and generates constructive feedback for continuous improvement. Demonstrates a professional demeanor.

Position Competencies

1.  Member Service Skills : Manages member accounts in a manner that ensures that the member needs are understood and met. Provides timely and professional service to both internal and external members; is responsible and impactful to member needs and requests; is always courteous/inviting to the member and considers the needs of the member when making decisions. Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members’ financial lives by saving them money, making them money, or making their banking easier and more convenient. Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services. Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results. Retains and grows member relationships by fulfilling theirs commitments and earning the member's trust.

 

2. Sales Skills : Develops new business, identifies, and sells to member needs, translates product features to benefits, has good listening skills, is sensitive to members' needs, delivers effective presentations, negotiates well, and uses closing skills appropriately. Possesses adequate product knowledge as measured through assessments administered annually. Meets or exceeds sales goals and contributes to organizational and member center goals. Builds rapport with members to sustain long term relationships and grow continued business.

 

3. Role Mastery of Essential Duties:  Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties: 

• Perform operational tasks that assists member center management with the day to day responsibilities of the member center (vault management, opening and closing procedures, cash management, reports and accounting needs, compliance needs, etc.).
• Ensure accuracy and thoroughness of documentation and data entry during account opening, loan application/closings, and maintenance of memberships.
• Assist management in providing effective training, transactional coaching and mentoring techniques to existing and new team member’s regarding all aspects of sales and service to ensure individual goals and growth targets of the credit union are met.
• Assist with schedule development and ensure staff is available at all times to provide quality service to the membership.
• Balance the branch general ledgers, vault, and cash dispensers, to ensure compliance with credit union policies.
• Responsible for the ordering of cash shipments for the vault and ATM to ensure sufficient funds are available for our membership.
• Monitor and report any out of balance conditions of concern to necessary parties to ensure the credit union out of balance guidelines and regulations are in compliance.

Job Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below is representative of the knowledge, skill, and/or ability necessary for this position. 

 

Remote Work Eligibility 

Position is fully Onsite

 

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

 

Education

High school diploma or equivalent: Required

 

Experience 

Two to five years of similar or related experience. 

 

Skills & Abilities

Excellent member service skills and communication skills.

Familiarity with financial industry.

Thorough knowledge of branch operations and procedures.

Excellent sales and service aptitude and capability.

Excellent training, and coaching abilities.

Well organized and ability to prioritize tasks.

Completion of the FiCEP Certification per Standardized Financial Planning within established deadline.

Completion of the Mentor Development Program. 

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.