Credit Union Advisor II - Claremore

TTCU • Claremore, OK

4d • Onsite

About The Position

The Credit Union Advisor II is responsible for building long-term relationships with Members through in-person interactions, video conferencing, and phone calls. This role serves as the primary point of contact, consistently providing an exemplary first impression. The Advisor works to understand Members' financial needs and addresses them by recommending appropriate products and services. The position requires exercising extraordinary service and value to meet the needs of all Members, leaving a positive impact with each encounter. The Advisor must support TTCU’s Mission, Vision, and Core Values, ensuring all interactions and service standards align with these beliefs. Duties are performed in compliance with regulatory requirements, including the Bank Secrecy Act. This role does not supervise any staff.

Requirements

• High School Diploma or GED required
• Must have reliable transportation.
• Must have a clean driving record; an annual MVR may be pulled to ensure compliance.
• Ability to become a notary public.
• Must successfully complete TTCU’s Teller Training Program within 60 days of hire.
• Must successfully complete TTCU’s Credit Union Advisor Training Program within 90 days of hire.
• Must successfully complete CUNA’s Certified Financial Counselor Certification (FiCEP) within 12 months of hire.
• Must pass Branch Operations Credit Union Advisor III Exam (80% or higher) within 18 months of hire.
• Customer service experience in banking, retail, or another related field: 2 Years
• Intermediate knowledge in the use of PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Word, Excel, PowerPoint, SharePoint, Teams, and Outlook)
• Ability to learn proprietary computer software such as Keystone, OnBase, KeyInsight, Concur and Genesys.
• Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross sell opportunities to new and existing members.
• Ability to complete multiple and varying member requests in a timely fashion.
• Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships, utilizing an array of reports and by building rapport with members.
• Follow policies and procedures; support organizations goals and values; and demonstrated dependability through reliable attendance and adherence to timeliness and schedules.
• Advanced written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution and offer educational information regarding products and services.
• Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone or video and through other communication modalities using active listening skills, developing rapport, and responding with empathy.
• Strong attention to detail and the ability to maintain confidentiality of all Member and non-member information and data. This includes membership of employees, family, friends, and acquaintances.
• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.
• Routinely perform work indoors in climate controlled shared work area with a moderate level of noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform intermediate mathematical calculation with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

• Associate degree in business, finance, or other related discipline preferred
• Bilingual Skills in Spanish or other language preferred.

Responsibilities

• Assist Members and non-members (Members) in-person, by phone or video conferencing with loan applications, including gathering information, auditing for completeness, and maintaining communication regarding the status of loan concerns.
• Open new accounts in-person, by phone, or video conferencing, including all deposit-related products, ensuring all required information is obtained, complete, accurate, and complies with TTCU policies, procedures, and auditing guidelines.
• Contribute to the achievement of production and service goals by building trusting relationships with Members and fellow employees, staying informed on current products, services, and promotions, and utilizing KeyInsight to identify Member needs and refer appropriate services.
• Build caring, engaging relationships by earning the trust of TTCU members.
• Provide accurate, thorough answers to questions via phone, video conferencing, call queues, and/or in-person, utilizing various resources including handouts, peers, and supervisors.
• Provide technical support and guidance by utilizing technological advancements and demonstrating how they can contribute to a Member's overall financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED