Member Advisor Team Leader

Interra Brand•Middlebury, IN

About The Position

As a Member Advisor Team Leader, you will be responsible for supporting the Branch Manager with sales and service coaching of the branch staff and coordinates the daily operational functions, as well as meeting individual production goals. Provide back-up to the Branch Manager as required and brings value by the open exchange of ideas and opinions around how to connect spend, save, borrow, and protect solutions to both current and prospective members. Partners with the Branch Manager to evaluate concerns of how to meet the needs of the branch while maintaining a membership mindset. Works as a member of the advisor team focusing on specialized accounts and loans and provides support for processing transactions as needed. Accountable for always demonstrating operational integrity for our internal and external members and ensures that actions and behaviors drive a positive member experience. Lead minimum team size of at least 3 full time employees. HOW YOU WILL MAKE AN IMPACT 35% Create a positive memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate. Assist members with opening and closing accounts, answers questions regarding products and services offered by the credit union. Assist with problem resolution within scope of authority. Responsible for referring more complex problems to senior authority along with resolution recommendations. 30% Assist the branch manager in maintaining efficient branch operations to include facilitating opening and/or closing procedures and periodic audit needs as well as overseeing branch operations, staffing needs and production. Create a culture that attracts, retains, and grows a team that builds trust and brings value. Partner with branch manager to ensure staff receives proper development in finding connect, spend, save, borrow, and protect solutions to reach individual/team objectives. 25% Establish relationships with current and potential members to identify account and loan needs. Assist members with opening and closing accounts, answer questions about products and services and resolve problems that are within the given authority to resolve. Interview member applicants to develop information concerning their consumer, small business, home equity and second mortgage loan needs, earnings, and financial condition. Explain consumer loan programs and recommend options. Obtain all necessary documentation, processes and complete account and loan applications. Refer problems that are beyond authority to a supervisor, along with any recommendations. 10% Process consultant transactions and adhere to balancing guidelines. Responsible for training junior level staff and communicating with team members of any process changes. 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. -- 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

5+ years customer service experience in banking, retail, or related field.
Lending experience preferred.
A high school diploma or equivalent.
Must have and maintain a valid driver's license.
Must have the ability to become a notary public and obtain a NMLS#.
Internal candidates must have successfully passed Member Advisor Exam (score of 80% or higher).
Must have successfully passed Lending training.
External candidates must successfully pass Member Advisor Exam (score of 80% or higher) within 12 months of hire.

Nice To Haves

Ability to establish oneself as a people and sales and service leader in the branch.
Strong organizational skills and ability to multi-task.
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 memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate.
Assist members with opening and closing accounts, answers questions regarding products and services offered by the credit union.
Assist with problem resolution within scope of authority.
Responsible for referring more complex problems to senior authority along with resolution recommendations.
Assist the branch manager in maintaining efficient branch operations to include facilitating opening and/or closing procedures and periodic audit needs as well as overseeing branch operations, staffing needs and production.
Create a culture that attracts, retains, and grows a team that builds trust and brings value.
Partner with branch manager to ensure staff receives proper development in finding connect, spend, save, borrow, and protect solutions to reach individual/team objectives.
Establish relationships with current and potential members to identify account and loan needs.
Assist members with opening and closing accounts, answer questions about products and services and resolve problems that are within the given authority to resolve.
Interview member applicants to develop information concerning their consumer, small business, home equity and second mortgage loan needs, earnings, and financial condition.
Explain consumer loan programs and recommend options.
Obtain all necessary documentation, processes and complete account and loan applications.
Refer problems that are beyond authority to a supervisor, along with any recommendations.
Process consultant transactions and adhere to balancing guidelines.
Responsible for training junior level staff and communicating with team members of any process changes.
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.
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.