Member Service Advisor I/Hybrid
About The Position
The Member Service Advisor I answers a high volume of calls and helps FMFCU members with financial transactions, questions, and product knowledge. The role focuses on helping members achieve financial success by assessing their needs and offering relevant products and services. The advisor handles routine account transactions and inquiries, assists members with remote delivery systems and self-service technology, and works to resolve account problems on first contact. The position also involves identifying fraud, protecting confidential information, maintaining service standards, and supporting community events.
Requirements
- At least 1 year of demonstrated ability to succeed in a retail or call center environment.
- High school diploma or GED.
- Strong customer/member service, interpersonal, and teamwork abilities.
- Motivation and ability to work independently.
- Sales and negotiation skills.
- Analytical and problem-solving skills.
- Organizational skills and attention to detail.
- Verbal and written communication skills.
- Microsoft Office skills.
- Ability to prioritize and multitask.
- Ability to work a flexible schedule.
- Ability to maintain confidentiality.
- Strong listening skills.
- Ability to make members feel welcomed, engaged, and significant in every interaction.
Nice To Haves
- Previous experience working in a financial institution.
- Secondary language skills.
Responsibilities
- Complete routine financial transactions accurately, including transfers, loan payments, stop payments, fund verification, address changes, check orders, and account maintenance, in accordance with established policies and procedures.
- Respond to general member inquiries.
- Maintain a basic understanding of FMFCU remote delivery systems to handle routine member interactions.
- Educate members on the use of self-service technology.
- Meet department service standards, including answer rates, wait times, abandonment ratios, member satisfaction, and thorough verification of member identification.
- Evaluate potential members’ needs and offer appropriate financial products and services.
- Identify referral opportunities to internal and external partners, including eBranch, Wealth Management, Mortgage, insurance, and credit card services.
- Use various programs and software to assist members accurately and efficiently.
- Analyze, research, and resolve account-related problems and discrepancies to provide first-contact resolution.
- Refer issues beyond the employee’s authority to a supervisor.
- Identify fraud and help prevent future fraud.
- Maintain the strict confidentiality of member and employee-related business and keep the workspace secure.
- Participate in and support community events.
- Adhere to operational controls and required regulations and policies, including BSA and OFAC requirements.
- Perform other duties as assigned.
Benefits
- Competitive salary
- Team-based incentives and performance bonus opportunities
- Referral incentive opportunities
- Generous paid time off
- Medical, dental, and vision plans
- Health Savings Account with employer contribution
- Flexible Spending Accounts
- 401(k) with employer contribution and match
- Employer-paid life insurance and AD&D
- Supplemental insurance plan options
- Employer-paid short- and long-term disability programs
- Paid family leave
- Tuition reimbursement
- Training and development programs
- Paid holidays
- Paid volunteer time off
- Employee assistance programs
- Pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
