Member Solutions Associate

Adventure Credit Union • Grand Rapids, MI

23h

About The Position

Adventure Credit Union is seeking a full-time Member Solutions Associate to provide exceptional member service and serve as a primary contact and resource for members’ financial needs. The role supports member relationships, branch operations, account services, lending, and product education while following applicable policies and regulations.

Requirements

• High school diploma or equivalent.
• At least one year of experience in the financial industry.
• Customer service experience.
• Strong sales skills.
• Excellent listening, oral communication, and written communication skills.

Responsibilities

• Create a positive member experience, manage member relationships professionally, and identify member needs through conversations.
• Comply with applicable federal laws and regulations, including requirements from the NCUA and rules such as the Bank Secrecy Act, OFAC, the US Patriot Act, Regulation E, and Regulation CC.
• Perform transactions accurately and understand basic teller transactions, terminology, and regulations.
• Assist with balancing the branch and oversee daily balancing of the ATM, Interactive Teller Machines (ITM), Teller Cash Recycler, and vault.
• Perform member service duties including identity verification, check orders, canceled-check copies, account and certificate opening and education, statement reprinting and reconciliation, checking account approvals, ATM/debit card approval and ordering or printing, and approval of personal lines of credit and VISA credit cards according to policy.
• Accept loan applications, conduct loan interviews, process and review applications, and close loans in accordance with established policies, procedures, authority, and regulations.
• Analyze and decision loan requests within authorized limits and submit requests exceeding those limits to the appropriate approval level.
• Prepare loan documentation accurately before closing and discuss loan approvals, denials, counteroffers, and alternatives with members in a positive manner.
• Cross-sell products and services, answer member inquiries, educate members, maximize cross-sell opportunities by matching needs to product benefits, achieve sales goals, and track monthly cross-sell results.
• Troubleshoot, research, and respond to member inquiries and complaints within the role’s authority.
• Communicate with members about account transactions, including overdrafts, account closings, charges, and fees, in person and through phone, email, and mail.
• Process address changes; report and reorder lost or stolen cards; place stop payments; run credit reports; educate members about products; and provide notary services.
• Answer questions from members and employees about IRA, HSA, and ESA accounts, including opening processes, limits, conditions, withdrawals, and associated penalties.
• Attend applicable training seminars.
• Maintain and disclose an NMLS registry ID number in accordance with the SAFE Act.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED