Member Service Advisor II - Westminster

Bellco Credit Union•Westminster, CO

22h•Onsite

About The Position

The Member Service Advisor II processes a variety of financial transactions and member services in both the lobby and drive-up, ensuring timely, accurate, and professional service while providing exceptional member experience. This role requires maintaining thorough knowledge of all Credit Union products and services, consistently evaluating sales opportunities, making recommendations, offering products, and referring members to appropriate sales staff. The advisor establishes new accounts for potential and existing members. Key responsibilities include providing a valuable and enjoyable experience to both internal customers and members, suggesting improvements to processes and technology, and communicating positively in person and by telephone. The position demands adherence to Bellco service standards and core values, understanding and communicating product features and benefits, and deepening member relationships by matching products to needs. Compliance with federal and state regulations, branch operations procedures, and audit standards is essential. The advisor contributes to corporate and branch goals, supports business priorities, and navigates various systems like TELLERphone, Bellco online banking, and the core system (DNA). They are responsible for opening and maintaining personal, IRA, HSA, and Coverdell accounts, processing international and domestic wire transfers, and handling digital appointments. The role also involves accurately submitting unsecured lending applications, analyzing credit bureau reports for sales opportunities, conducting loan closings, and disbursing loans. Furthermore, the advisor performs a wide range of non-lending service transactions and account maintenance tasks, assists with Power of Attorney requests, provides Notary services, and supports branch balancing and operations. Regular and punctual in-person attendance is required.

Requirements

High School diploma or equivalent.
Six months of cash handling experience.
Previous experience or demonstrating in current role the ability to consistently meet and exceed sales and service goals.
Ability to interact with others in a positive manner both in person, by email and by phone using strong, oral and written, communication skills.
Ability to perform all teller duties while maintaining a high teller balancing efficiency (85% or higher) on a consistent basis.
Ability to accurately and efficiently enter data and update member financial records.
Ability and willingness to identify needs and sell appropriate products and services.
Ability to obtain and perform Notary services.

Nice To Haves

One year of sales or customer service experience preferred.
6 months or more experience with Bellco or in financial services preferred.
Bilingual (Spanish) strongly preferred.

Responsibilities

Process a variety of financial transactions and member services in both lobby and drive-up in a timely, accurate and professional manner.
Provide exceptional member service.
Maintain thorough knowledge of all Credit Union products and services.
Consistently evaluate sales opportunities, make recommendations or offer products and refer members to the appropriate sales staff.
Establish new accounts for potential and existing members.
Provide a valuable and enjoyable experience to both internal customers and members during interactions.
Consistently suggest ways to improve the member/customer experience through improved processes and technology.
Communicate with members in a positive manner, through exceptional service, both in person and/or by telephone.
Practice Bellco service standards and core values in all interactions with members, prospective members and personnel in other Bellco departments.
Understand and communicate key features and benefits of all Bellco products and services to members.
Deepen member relationships by matching products to meet members needs and referring members to the appropriate team member/partner.
Understand and comply with all appropriate federal and state regulations, branch operations procedures and branch audit standards.
Contribute to corporate and branch goals and support current business priorities.
Access and navigate devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
Learn and demonstrate for members how to access and utilize TELLERphone and Bellco online banking.
Open and maintain personal accounts for potential and existing members following the established account opening procedures.
Complete IRA, HSA and Coverdell account openings, maintenance and transactions.
Precisely and confidently process international and domestic wire transfers for members following established guidelines and within the prescribed wire limits.
Routinely handle digital (phone and virtual) appointments, including the allocation of digital appointments to employees to ensure appointments start on time.
Accurately submit unsecured lending applications.
Adhere to established underwriting guidelines and analyze credit bureau reports to identify member financial needs and sales opportunities.
Conduct unsecured loan closings and disburse loans according to established procedures.
Perform non-lending service transactions such as cash and/or check deposits, withdrawals, payments and transfers, cash advances, official check and money order issuance, Savings Bond redemption, Shared Branching transactions, and processing of miscellaneous negotiable items.
Conduct account maintenance including contact information changes (address, phone, email), check ordering, debit card issuance and maintenance, online banking set-up and maintenance, order check/statement copies, initiate research requests, joint/beneficiary/POD updates and maintenance, and bill pay support.
Assist members with power of attorney (POA) requests including submitting documents for approvals, addition and removal of POAs from accounts.
Perform Notary services.
Assist with branch balancing and branch operations.
Maintain regular and punctual in person attendance.