Member Service Advisor

WYHY FEDERAL CREDIT UNION•Cheyenne, WY

17h•Onsite

About The Position

WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve financial success. WyHy seeks individuals that are not just looking for a career, but instead searching for a place where they can become part of something extraordinary. WyHy is a company fiercely dedicated to its employees and knows that without successful employees, there will be no organizational success. At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we also need your enthusiasm, energy and desire to succeed and to help others succeed. In return, we will offer you a dynamic, fun and supportive work environment – where you can grow professionally and make a real difference in your community. The Member Service Advisor is a hybrid of a traditional teller and a member service representative. Their specialty is being unspecialized – or, more accurately, specializing in everything –they could be anywhere in the lobby to include the teller line or in an office processing a mortgage application. To achieve success in this position, the individual must provide exceptional service to our members through a variety of service opportunities. Knowledge of the Credit Union's products and services, as well as Credit Union competitors and general market conditions is required to properly educate and advocate for our member; as well as acquire additional products for the member and perform all general service activities on behalf of the Credit Union.

Requirements

A high school education.
Two or more years of experience in a retail environment utilizing customer service skills, or the equivalent combination of schooling and related experience
Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.
Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with both members and co-workers.
A positive, can-do attitude with inquisitive curiosity.
Ability to drive sales through engagement of members, solution selling, and sharing product knowledge.
Resiliency and extreme adaptability in a challenging environment.
Excellent time management skills.
Strong math skills.
Strong analytical and critical thinking skills; detail-oriented with a high degree of accuracy.
Competence with telephone, 10-key calculator, and other office machinery.
Familiarity with Microsoft Word, Excel, and Outlook software.
Ability to learn all internal computer programs essential to job junctions.
Ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions.
Ability to maintain member confidentiality.
Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches.
While performing the essential duties of this position, the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear.
The nature of this position requires physical mobility, the ability to stand for prolonged periods of time, and the ability to occasionally lift and/or move a maximum of 50 pounds.
This position may require prolonged periods of time working on a computer and looking at a monitor screen.
Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), with occasional Saturday shifts of 8:45 AM to 12:15 PM.
Travel and time spent outside office may be required.
Requirement to be bonded.
Successful background check including personal credit report and criminal record.

Nice To Haves

College Degree
Experience in the financial industry; teller, loan officer, new account officer
Experience in sales

Responsibilities

Build effective relationships with members, efficiently uncovering and implementing personalized financial solutions.
Articulate the benefits and features of our products and services while assisting members with basic financial planning and budgeting.
Conduct application interviews with members (membership and loans).
Achieve production and service benchmarks.
Conduct outbound calls to members to follow-up on inquiries and provide potential solutions to members.
Research and resolve member account issues.
Handle transaction requests, such as transfers, loan payments, deposits, cash requests and stop pays.
Conduct dual control and auditing functions.
Refer members to third party partners for alternative financial products and services when appropriate.
Rotate various lobby activities ensuring proper team coordination to provide excellent member service.
Inform and train members regarding convenience of Mobile and Remote services.
Comply with all department and company policies, procedures, and regulations.