Member Service Advisor II
About The Position
The Member Service Advisor II answers a high volume of calls and supports members with financial transactions, questions, product information, and online and mobile banking troubleshooting. The role contributes to new business generation and ongoing member relationship servicing, requiring a strong understanding of credit union products and services and the ability to identify appropriate referral opportunities. This position evaluates member needs, recommends financial products and services, processes routine transactions, and responds to complex inquiries. It helps members use remote delivery systems and self-service technology, completes loan applications, resolves account problems, and identifies potential fraud. The role maintains confidentiality and secure work practices, meets department service standards, supports community events, and complies with applicable operational controls, regulations, and policies.
Requirements
- Minimum of 2 years of related financial services or call center experience.
- High school diploma or GED.
- Strong customer/member service abilities.
- Strong 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
- Two years of college.
- Secondary language skills.
Responsibilities
- Expand member relationships by actively selling credit union products and services in support of department production and profitability goals.
- Evaluate the needs of new and existing members 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.
- Maintain a strong understanding of FMFCU remote delivery systems to handle complex member interactions.
- Educate members on the use of self-service technology.
- Accurately complete routine financial transactions, including transfers, loan payments, stop payments, address changes, check orders, and account maintenance, in accordance with established policies and procedures.
- Respond to complex member inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.
- Promote loan products and services that benefit members and complete loan applications.
- Correspond professionally with members through all remote delivery channels and take ownership of their requests.
- Thoroughly verify member identification.
- Maintain department service standards, including high answer rates, low wait times and abandonment ratios, and strong member satisfaction scores.
- 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, together with recommendations.
- Identify fraud and take steps to prevent future fraud.
- Maintain 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 the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (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
Mid Level
Education Level
High school or GED
