Membership Advisor Assistant Manager

First Service Credit Union•Houston, TX

13h•Onsite

About The Position

This role provides support and assistance to members and non-members with the intention of creating an engaged member. The position is responsible for opening new memberships for non-members who are working with the Centralized Sales Department, Mortgage Department, Indirect, or other areas assisting potential members with securing a loan. Additionally, the role involves making outbound calls to current members to generate additional deposit products and foster a more engaged membership. The Membership Advisor Assistant Manager will handle escalated calls and challenging scenarios when the manager is unavailable, ensure all Membership Advisors have appropriate training and resources, and provide leadership, guidance, and support to the team. This role requires becoming a Subject Matter Expert (SME) by maintaining up-to-date knowledge of all credit union products and services related to opening new memberships and enhancing member relationships through the CRM and other connection points. The position will also assist management in establishing work procedures, call scripts, and processes that support departmental standards, and suggest methods to improve efficiencies impacting the Member Experience. Responsibilities include assisting management with team schedules to meet production levels, setting monthly goals, and coordinating meeting agendas. The role supports Centralized Sales, Indirect, Mortgage Department, and other lending areas in onboarding new members, explaining the benefits of First Service checking accounts, debit cards, and other deposit-related products. The Membership Advisor Assistant Manager will actively educate and inform members on all credit union products, cross-sell products/services to meet monthly production goals, and assist members with account inquiries and maintenance in a timely and accurate manner. This includes personal and account data changes, address changes, and account closures. Ensuring compliance issues are properly administered in the member services area, resolving and following up on member complaints and issues, and providing accurate, courteous, friendly, timely, and professional service to all members and potential members are key functions. The role requires answering the telephone immediately and responding to correspondence within one business day, and performing other job duties as assigned.

Requirements

One year to three years of similar or related experience.
A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Customer service skills
Detail-oriented
Multi-tasking
Strong written and verbal communication skills.
Ability to build strong relationships both inside and outside the credit union.
High level of problem-solving capabilities.
Curiosity, self-motivation and adaptability.
Creativity and innovation for finding new and more efficient ways of doing things.
Excellent time management skills and the ability to schedule work activities so deadlines are met and goals are accomplished in a timely and organized manner.
Exceptional attention to detail.
Strong work ethics and the ability to work with a fast-paced team.

Responsibilities

Handle escalated calls and challenging scenarios as needed when the manager is not available.
Ensure all Membership Advisors have appropriate training and other resources to perform their jobs.
Provide leadership, guidance and support to the Membership Advisor team members.
Become a SME by maintaining up to date knowledge of all credit union products and services related to opening new memberships, enhancing relationship with current members through our CRM and other connection points.
Assist Management in establishing work procedures, call scripts and processes that support departmental standards.
Responsible for suggesting developing methods to help improve efficiencies that will impact our Member Experience.
Assist management with team schedules to meet anticipated levels of production.
Assist with monthly goals setting, coordinate and set meeting agenda items.
Support Centralized Sales, Indirect, Mortgage Department and other lending areas in onboarding all new members.
Responsible for explaining the benefits of First Service checking accounts, debit cards and other deposit related products.
Actively educate and inform members on all credit union products and actively cross-sell all products/services to meet monthly production goals.
Assist member(s) with account inquiries in a timely and accurate manner and perform all functions associated with account maintenance as requested including but not limited to personal and account data changes, address changes, and account closures.
Responsible for ensuring compliance issues are properly administered in the member services area.
Resolve and follow-up on member complaints and issues to ensure the highest quality member service.
Provide accurate, courteous, friendly, timely, and professional service to all members and potential members.
Answering telephone immediately and responding to correspondence within one business day.
Perform other job duties as assigned.