Member Advisor I

Interra Brand•Lagrange, IN

About The Position

As a Member Advisor I, you will be responsible for building trust with members by cultivating, maintaining, and enhancing long lasting relationships with our members while maintaining a membership mindset and intentionally uncovering and connecting spend, save, borrow, and protect solutions to both current and prospective members. Develops relationships with existing and prospective members and networks in the communities we serve. Works as a member of the advisor team focusing on accounts and provides support for processing transactions as needed. Accountable demonstrating operational integrity for our internal and external members and ensures that actions and behaviors drive a positive member experience. Direct Reports: None HOW YOU WILL MAKE AN IMPACT 40% Create a positive and memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate. Assist with problem resolution within scope of authority. Develop relationships with prospective members, managing the overall relationship building process and following up on leads. Ensure timely follow-up communication with members following sales to make certain ongoing member satisfaction is tracked and improved and to assist in resolving any complaints. Responsible for referring more complex problems to senior authority along with resolution recommendations. Open, close, and perform file maintenance on accounts for members. Review all account documents for completeness and accuracy and submit them in the appropriate timeframe. 25% Analyze member credit data and other related financial information to ensure members are in the appropriate solutions that align with their needs. Maintain a high level of knowledge of all products and services offered by Interra Credit Union. Contact new and existing members about products and services identified through specific marketing campaigns. 20% Process consultant transactions and adhere to balancing guidelines. Provide support to other branches to include working weekends and/or extended hours as required to operate the business. May assist in training of new teammates. Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee. Other job duties as assigned. 15% Engage with sales teams, subject matter professionals, and support departments to nurture and drive member account and loan leads through to close. -- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control. -- If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.

Requirements

1+ year customer service experience in banking, retail, or related field.
A high school diploma or equivalent.
Must have and maintain a valid driver's license and the ability to become a notary public.

Nice To Haves

Demonstrated success in identifying, initiating, and nurturing new or on-going business opportunities; self-starting, results oriented professional.
Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
Professional level of verbal and written communication skills are essential to the position.
Capable of analyzing credit and financial information.
The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

Responsibilities

Create a positive and memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate.
Assist with problem resolution within scope of authority.
Develop relationships with prospective members, managing the overall relationship building process and following up on leads.
Ensure timely follow-up communication with members following sales to make certain ongoing member satisfaction is tracked and improved and to assist in resolving any complaints.
Responsible for referring more complex problems to senior authority along with resolution recommendations.
Open, close, and perform file maintenance on accounts for members.
Review all account documents for completeness and accuracy and submit them in the appropriate timeframe.
Analyze member credit data and other related financial information to ensure members are in the appropriate solutions that align with their needs.
Maintain a high level of knowledge of all products and services offered by Interra Credit Union.
Contact new and existing members about products and services identified through specific marketing campaigns.
Process consultant transactions and adhere to balancing guidelines.
Provide support to other branches to include working weekends and/or extended hours as required to operate the business.
May assist in training of new teammates.
Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee.
Engage with sales teams, subject matter professionals, and support departments to nurture and drive member account and loan leads through to close.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.