Member Advisor/ Personal Banker

Kinetic Federal Credit Union•Columbus, GA

10h•Onsite

About The Position

The Member Advisor engages members and prospects in the branch, educates them about Kinetic Credit Union’s products and services, and acts as a trusted advisor. The role delivers exceptional service while using consultative selling skills to identify cross-selling opportunities and deepen member relationships. It includes performing member transactions, establishing accounts according to credit union policies, providing financial counseling, and taking ownership of member needs while meeting performance standards. This is an hourly, non-exempt, in-person role that rotates among branches in the Columbus/Phenix City area. Work schedules and locations may vary to meet organizational and service needs, and occasional travel to credit union events or for job-specific purposes is required. The position has no supervisory responsibilities and reports to an Assistant Financial Center Manager, Financial Center Manager, or Sales & Experience Manager Operations Officer.

Requirements

Two years of customer service experience in a financial institution or two years of retail customer service experience in a sales environment.
Knowledge of the methods, practices, and terminology of credit unions or retail banking.
Two years of college or an associate’s degree is preferred; comparable experience may substitute for education. The role requires a commensurate level of language, math, and reasoning skills.
Professional, courteous, and tactful verbal and written communication skills, along with strong member service and sales skills.
Ability to meet performance standards, take initiative, contribute to team goals, and maintain a professional attitude and work ethic.
Advanced knowledge of credit union products, services, and related legal and regulatory requirements; extensive knowledge of documents and forms for consumer loans, IRAs, business accounts, plastic cards, online banking, and bill payment transactions.
Computer proficiency, including Microsoft Word and Excel, data entry, ten-key calculator use, cash counting, math skills, and use of a credit union account-management system.
Ability to remain calm in difficult circumstances and handle challenging member situations using judgment and discretion, including when managing confidential account information.
Strong organizational and time-management skills; accuracy, attention to detail, and ability to follow through on tasks.
Working knowledge of federal and state financial institution regulations.
Flexibility to accommodate unexpected events, variable schedules, and work locations, and to attend meetings or events outside regular hours.
Ability to maintain high standards of security, accuracy, thoroughness, completeness, and neatness in documentation, system input, and correspondence.
Ability to use a smartphone running iOS or Android and install and use designated company applications for access control and two-factor authentication.
Must obtain and maintain a valid notary public commission.
Ability to stand and walk for extended periods, reach, stoop, or kneel, and lift and move at least 50 pounds.
Ability to read small print and, as required, distinguish colors; ability to speak and hear continuously when interacting with members, staff, and vendors.
Ability to use judgment, reasoning, patience, negotiation, initiative, and problem-solving skills; sustain concentration and precision; perform numerical calculations; read, write, compare, and analyze information; and recall credit union policies, services, and regulations.

Nice To Haves

Two years of college or an associate’s degree.
Ability to attain mastery certification in remote delivery channels and discuss those channels with members.

Responsibilities

Assist members with the PTM and educate them on using interactive teller technology.
Complete Currency Transaction Reports for applicable transactions over $10,000.
Perform teller transactions and assist with teller duties as needed.
Present and explain credit union products and services, answer member questions, resolve problems, and help meet members’ financial needs.
Order checks; perform membership maintenance and account changes; and process stop payments, collection items, address changes, password or PIN resets, and other member requests.
Complete onboarding for new members; open consumer and business accounts; explain ownership and account options; and ensure applications and documents are complete, accurate, and properly signed.
Use consultative and needs-based selling to cross-sell products and services, deepen relationships, and make referrals or introductions to other departments, including lending and business partners.
Make proactive outbound calls to recommend products and services and follow up with members about promotions, products, and services.
Process loan closings for loans originated and approved in the Kinetic Service Center, when applicable, and explain related documents and ancillary products.
Maintain the privacy and confidentiality of member information and uphold the credit union’s professional reputation.
Take ownership of member interactions, including callbacks, research, and coordination with other departments; resolve issues and complaints within applicable guidelines and procedures.
Complete Suspicious Activity Narratives when applicable, follow BSA/AML policies and procedures, and complete annual training.
Comply with information security requirements, GLBA, the SAFE Act, Regulations B, D, E, CC, Z, and other applicable regulatory requirements.
Participate in community involvement goals and complete information security awareness training as directed.
Improve individual competency through training and development, pursue mastery certification in remote delivery channels, and seek ways to streamline processes.
Maintain work areas, reports, correspondence, records, documentation, system inputs, and member communications accurately and professionally.
Assist with all aspects of the coin counter and monitor branch traffic through scheduling software.
Obtain and maintain a valid notary public commission.
Attend meetings and events that may occur outside regularly scheduled hours and perform additional duties as directed by management.