Contact Center Member Advisor I (28 hours a week)

Red Canoe Credit Union•Longview, WA

11d

About The Position

The Member Advisor I provide a seamless delivery of member service from routine teller services to complex issues by assisting in a branch environment. The role will be required to deliver a high-quality member experience while using their knowledge of multiple products and will identify, diagnose, and act on members’ consumer financial needs, including referrals to the appropriate line of business for specialized services. The CC MAI utilizes their thorough knowledge of credit union products, consumer loans, lines of credit and deposit products (such as savings, checking, money market, and certificate of deposit), to provide excellent service to the member. Member Advisor I is responsible for serving members, creating an outstanding member experience, and creating member loyalty.

Requirements

Must be bondable.
Professional appearance and demeanor
Must possess people skills; be friendly and outgoing with members and employees.
Excellent oral and written communication/ presentation skills
Outstanding public relations skills; outgoing and friendly
High degree of accuracy and competence, including basic math.
High motivation to cross sell/ communicate services.
Must be dedicated to achieving goals set by management.
Maintain thorough knowledge of Credit Union philosophy and professional cross selling and service skills.
High school diploma or equivalent
Ability to read English by sight; and both speak and write English
Ability to hear by telephone and in person.
Keyboard proficiency

Nice To Haves

Credit Union teller experience, preferred.
1 year + New Accounts experience preferred; related training or experience considered.

Responsibilities

Assist members with their accounts over the telephone.
Process teller transactions which include withdrawals, deposits, Visa advances, payroll deduction changes.
Aid with all credit union products and services, and products offered by Red Canoe Financial Group.
Open and maintain all new accounts, products, and services.
Handle complaints, troubleshoot, research, and maintain accurate records associated to services provided.
Assist members by conducting basic loan product conversations for buyout or referrals and refer action to authorized personnel in the lending department to take an application.
Effectively refer products and services and their features and benefits as outlined in the CUNA “Creating Member Loyalty” program.
Track referrals, member relationships and contacts using the program software.
Make quality product and service referrals to existing members & non-members.
Maintain professional member service by meeting the quality service standard, SLA, and schedule adherence standards.
Adhering to the agent schedule start, break, lunch and end shift times.
Giving sufficient notification for missed work, appointments or PTO scheduled time off.
Following through on assignments and counted on to complete assignments in a timely and competent manner.
Must be self – directed, take initiative and is proactive.
Assist with month-end and daily reports for department.
Maintain and processes signature cards.
Accurate account maintenance, following EMV requirements, using multifactor authentication of SMS and out of wallet questions in addition to passwords.
Scanning of checks, signature cards, loan documents
Assist members as needed to provide quality services with knowledge of products and services to effectively cross-sell/referrals.
Knowledge of dividend calculations
Knowledge of compliance related issues
Resolve and report member complaints, filing of UAR in suspicious circumstances to alert BSA.
Understand and explain deposit coverage (NCUA)
Process check orders, stop payments, statement copy requests, check copy requests, payroll deduction, e statements, process digital services such as pay by card services with SWIVEL.
Duties as assigned by the Manager.