Member Advisor

Enrichment Federal Credit Union•Wartburg, TN

About The Position

The Member Advisor serves as an ambassador of the credit union’s digital branch experience, blending personalized financial guidance with technology-enabled services to deliver an outstanding member experience. This role ensures members enjoy a seamless and exceptional journey when using Interactive Teller Machines (ITMs), participating in consultations, engaging in account services, and connecting with experts through the digital office. Member Advisors play a vital role in delivering exceptional service, fostering member trust, and offering expert financial guidance.

Requirements

Two or four-year college degree preferred or equivalent member/customer service experience in a related field.
Driven by innovation and energized by building relationships, with a strong passion for member service and financial wellness.
Dedicated to empowering members through every interaction, using excellent interpersonal, communication, and active listening skills.
Certified in financial counseling or committed to obtaining certification within six months.
Proficient in educating members, promoting credit union products and services, and navigating digital banking platforms and technology-driven tools.
Skilled in detecting fraudulent or suspicious activity, both digitally and in-branch, while maintaining member confidentiality and exercising sound judgment under pressure.
Detail-oriented and efficient, with strong time management and organizational skills to meet deadlines in a fast-paced environment.
Adaptable and innovative, embracing new technologies and multitasking professionally in a dynamic branch setting.
Collaborative and team-focused, consistently supporting team goals with a proactive, can-do mindset and a commitment to excellence.
Strong foundation in math and problem-solving, with comprehensive knowledge of credit union operations, policies, and services to deliver member-focused solutions.
Capable of working independently or as part of a team, demonstrating integrity, professionalism, and a positive attitude.
Requires sitting and/or standing 6-8 hours a day; Stress related to important decisions.
Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.

Responsibilities

Promptly greet each member with warmth and professionalism, using open-ended questions to understand their needs and provide proactive, guided support throughout their visit.
Guide members to the appropriate service areas such as ITMs, account support, or consultations based on their individual needs, while providing continuous support throughout their visit.
Maintain continuous engagement with waiting members through eye contact and conversation.
Maintain knowledge to effectively support member needs, resolve card and online banking challenges, support account research, updates, and troubleshooting. Provide assistance with dispute resolution and fraud prevention.
Offer demonstrations and provide hands-on assistance to build member confidence in digital tools.
Foster a member-centric culture that emphasizes tailored financial advice and easy access to digital services.
Support members in achieving their financial goals by providing personalized guidance on budgeting, debt management, savings strategies, credit building, and goal setting, while promoting overall financial wellness through education.
Build lasting relationships by understanding member goals and offering tailored financial solutions.
Assist members with account services when they prefer in-person support, managing necessary data entry, forms, signatures, and documentation to meet their needs.
Manage updates to personal information, card replacements, account ownership changes, and support members in adding new products or services to their account.
Educate members on credit union products, digital banking tools, and self-service options.
Encourage adoption of digital services to enhance convenience and accessibility.
Address sensitive member concerns with empathy and professionalism, resolving issues promptly and thoughtfully, and escalate to management when appropriate.
Collaborate closely with cross-functional teams to reduce ITM service interruptions and downtime, partner with other departments to meet member needs and deliver a seamless experience.
Embrace and apply EFCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, member relationship and service standards, and be committed to minimizing variation and maximizing value. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
Meet or exceed established individual and/or team goals through the consistent application of EFCU’s member relationship and service standards in all member interactions. Support marketing programs and promotions by creating member awareness.
Responsible for regular and predictable attendance including punctuality.
Participate in all required and recommended training and development. Participate in credit union team projects when the opportunity arises.
Adhere to credit union policies, procedures, and regulatory requirements. Ensure privacy and security standards are upheld in all member interactions.
Perform other duties and responsibilities as required or assigned by management.