Member Advisor Team Leader

College Green Branch•Goshen, IN

16d

About The Position

The Member Advisor Team Leader supports the Branch Manager with sales and service coaching, coordinates daily operational functions, and meets individual production goals. The role provides backup to the Branch Manager as needed and contributes ideas for connecting members with spend, save, borrow, and protect solutions. The Team Leader partners with the Branch Manager to address branch needs while maintaining a membership-focused approach. As part of the advisor team, the role focuses on specialized accounts and loans and supports transaction processing as needed. It leads a team of at least three full-time employees and is accountable for operational integrity and a positive member experience. The position cultivates member relationships across in-person, phone, and other appropriate channels; assists with accounts, products, services, and problem resolution; and refers matters beyond its authority to senior staff with recommendations. It supports branch operations, staffing, audits, opening and closing procedures, staff development, and production. The role identifies member account and lending needs, interviews loan applicants, explains loan programs, recommends options, and processes account and loan applications. It also processes consultant transactions, follows balancing guidelines, trains junior staff, communicates process changes, and maintains knowledge of applicable regulations. The job requires at least five years of customer service experience in banking, retail, or a related field. A high school diploma or equivalent is required, along with a valid driver's license. The employee must be able to become a notary public and obtain an NMLS number. Internal candidates must have passed the Member Advisor Exam with a score of at least 80% and successfully completed lending training. External candidates must pass the exam with a score of at least 80% within 12 months of hire. Lending experience is preferred. Work is primarily sedentary and performed indoors in a climate-controlled shared work area. The role requires routine computer and office-equipment use, regular member and colleague interaction, reliable attendance, and the ability to work extended hours or travel off site when required or requested by management. Physical requirements include bending, sitting, standing, occasional lifting of up to 10 pounds, and the ability to use stairs in an emergency.

Requirements

At least five years of customer service experience in banking, retail, or a related field.
High school diploma or equivalent.
Valid driver's license that must be maintained.
Ability to become a notary public and obtain an NMLS number.
Internal candidates must have passed the Member Advisor Exam with a score of 80% or higher and successfully passed lending training.
External candidates must pass the Member Advisor Exam with a score of 80% or higher within 12 months of hire.
Ability to establish oneself as a people, sales, and service leader in a branch.
Strong organizational skills and ability to multitask.
Ability to work in a team environment and interact positively with peers, management, and other departments.
Professional verbal and written communication skills.
Ability to analyze credit and financial information.
Ability to motivate or influence internal staff and external members and build trust.
Ability to assess risks, benefits, and trade-offs among solutions, ask appropriate questions, and gather information from diverse sources.
Ability to plan and prioritize work, meet commitments, break objectives into actions, and adjust plans as needed.
Ability to provide member service while supporting the organization’s vision, mission, and core values.
Ability to perform primarily sedentary work with limited exertion, including bending, sitting, standing, and occasional lifting of up to 10 pounds.
Ability to climb or descend stairs in an emergency.
Ability to operate routine office equipment and work on a computer for an average of 6–8 hours per day when necessary.
Ability to work extended hours or travel off site when required or requested by management.
Ability to maintain regular, reliable, and timely attendance.
Ability to work independently or with limited supervision and as part of a team; follow written and oral instructions; perform basic calculations; and communicate clearly.
Ability to handle multiple, changing priorities and perform accurately under deadlines, stress, or a fast pace while exercising discretion with confidential matters.

Nice To Haves

Lending experience.

Responsibilities

Support the Branch Manager with sales and service coaching and coordinate daily branch operations while meeting individual production goals.
Provide backup to the Branch Manager as required and partner on branch needs while maintaining a membership-focused approach.
Lead a team of at least three full-time employees and contribute to a positive, accountable team environment.
Cultivate, maintain, and enhance member relationships in person, by phone, and through other appropriate channels.
Assist members with opening and closing accounts, answer questions about products and services, and resolve issues within the role’s authority.
Refer more complex or out-of-authority problems to a supervisor or senior authority, along with resolution recommendations.
Assist with efficient branch operations, including opening and closing procedures, periodic audits, staffing needs, and production oversight.
Support staff development and help employees identify spend, save, borrow, and protect solutions to meet individual and team objectives.
Establish relationships with current and potential members to identify account and loan needs.
Interview consumer, small business, home equity, and second mortgage loan applicants to gather information about their needs, earnings, and financial condition.
Explain consumer loan programs, recommend options, obtain necessary documentation, and process and complete account and loan applications.
Process consultant transactions and follow balancing guidelines.
Train junior-level staff and communicate process changes to team members.
Maintain knowledge of applicable regulations, including Reg CC, the Bank Secrecy Act, OFAC, the USA PATRIOT Act, Reg E, and Reg DD.
Demonstrate operational integrity, ethical behavior, and conduct that supports a positive member experience.
Comply with company policies and procedures and applicable laws and regulations.
Perform other duties as assigned.