Relationship Advisor MRC (Hybrid)

MAZUMA CREDIT UNION•Overland Park, KS

13d•$18 - $26•Hybrid

About The Position

The Relationship Advisor – MRC receives incoming calls and determines the products, services, or resources Retail and Small Business Members need. The advisor assists Members directly or connects them with the appropriate department. The role may also involve outbound calls, using a dialer or calling manually, for education campaigns aimed at targeted Member segments. As an ambassador for Mazuma, the Relationship Advisor helps Members feel welcome, comfortable, and informed about the credit union’s products and services, referring products suited to their needs. The role focuses on delivering outstanding Member experiences through active listening, service, and follow-through, with the goal of resolving needs on the first call. The advisor continually develops product and job knowledge to perform assigned duties independently and with minimal errors. This is a full-time position based at the headquarters in Overland Park, Kansas, with a hybrid designation. The posted pay range is $18.34–$25.79 per hour. The position requires a flexible schedule that may include extended hours, holidays, or Saturdays, and may require taking calls for up to eight hours.

Requirements

At least one year of customer service experience.
High school diploma or equivalent.
Knowledge of Windows and Microsoft Office software, including Outlook, Word, and Excel.
Advanced keyboarding skills.
Effective problem-solving and decision-making skills.
Good organization and mathematical ability, with strong problem-solving and negotiation skills.
Excellent communication skills and effective multitasking ability.
Ability to take phone calls for up to eight hours.
Ability to work a flexible schedule that may include extended hours, holidays, or Saturdays.
Ability to resolve connectivity issues when working remotely before engaging support.
Ability to use technology efficiently without disrupting Member service.
Ability to maintain regular, reliable, and timely attendance.
Ability to work extended hours, including Saturdays, when required or requested by management.
Ability to perform primarily sedentary work, occasionally lift up to 15 pounds, and climb or descend stairs in emergencies.
Ability to operate routine office equipment, including a telephone, copier, facsimile machine, and calculator, and work at a computer an average of 6–8 hours per day.

Nice To Haves

One year of experience in a financial institution.
One year of call center experience.
Experience in consumer lending.

Responsibilities

Comply with federal financial-institution regulations, organizational policies and guidelines, and operational procedures.
Follow established procedures for transactions; remain alert to suspicious individuals or transactions and notify a supervisor when appropriate.
Apply basic knowledge of loans and ancillary products and participate in relevant sales and service activities.
Meet or exceed assigned sales, service, and productivity expectations.
Guide, inform, and educate Members during interactions, helping them select products that fit their needs and establish or maintain account relationships.
Answer questions and accurately assist with transfers, balance inquiries, card functions, personal and third-party checks, bonds, cashier’s checks, loan payments and payoff requests, and online banking navigation.
Perform account maintenance, including updating Member account information.
Understand, complete, and explain paperwork, fees, and other information to Members by phone or electronically.
Obtain proper endorsements and process items accurately, applying appropriate holds when required.
Learn and apply the job duties and expectations for the role, including use of relevant internal applications and channels for Member-requested transactions.
Apply internal processes related to Member disputes, fraud claims, check orders, stop payments, and lien releases.
Explain the ODP program and process refunds accurately.
Assist Members with bookkeeping and other account activities.
Perform other duties as assigned.

Benefits

Up to 27 days off per year, including 10 paid holidays, a Mental Health Day, an Anniversary Day, and PTO starting on the first day.
40 hours of paid volunteer time per year.
Traditional and Roth 401(k) with company match.
Medical, dental, and vision benefits effective the first of the month following the first day.
Wellness credit available for medical premiums.
Company-paid basic life and AD&D insurance.
Company-paid short-term disability insurance.
Company-paid long-term disability insurance.
Company-paid vision insurance.
Maternity and menopause support programs.
Employee Assistance Program.
On-site gym at the Overland Park headquarters.
Discretionary Stakeholders bonus program.
Attractive interest rates on Team Member checking and money market accounts.
Consumer and mortgage loan discounts.