Summit Credit Union has an exciting opportunity to join our contact center as a Member Experience Advisor. In this role you will provide superior service to all members, offering a full range of products and services through meaningful conversations, such as opening deposit and savings accounts, discussing loan products and taking calls. The Member Experience Advisor strives to help members’ improve their financial situation. This role is responsible for making decisions that best serve the members while balancing the needs of the credit union.
- Welcome, onboard, and grow remote members
- Process and review incoming new member online applications
- Review applications for fraud flags using established guidelines
- Collaborate with branch staff to finalize account opening requirements
- Provide financial education and personalized recommendations to members for long-term financial success
- Educate members about convenience service options such as online banking, mobile banking, shared branches, and ATM access
- Work in conjunction with Contact Center Lending to support loan growth
- Utilize networking skills when developing and expanding member relationships
- Remain up-to-date on all process changes/updates, and complete all required training
- Utilizing new technology, execute onboarding through remote channels, including phone, e-mail, video and chat. Quickly assess member data to identify personal needs and solutions.
- Serve as an expert resource for product and services offered by Summit Credit Union
- Demonstrate effective team skills through involvement in departmental projects, meetings or business goals
- Meet with members through Video Lending, Video Appointments, chat, voice and proactive outreach efforts that are coordinated with marketing promotions and campaigns.
- Improve overall Member Experience by training on remote application and loan processes
- Provide feedback and influence efficiencies by troubleshooting, recommending and implementing improvements for work flow
- Foster a positive work environment that allows employees to develop in their position
- Meet or exceed specified goals
- Assist in collaborating and advising members on finding the right solutions for their lending needs.
- Utilize Consultative Communication to provide education and uncover potential saving/lending needs
- Perform credit bureau reviews for members
- Knowledge of all lending products
- Calculates lending ratios accurately
- Ensures all lending paperwork is accurately collected and processed
- Identifies cross-selling products and services the member’s needs.
- Makes appropriate referrals based on member needs
- Maximizes internal partner relationships to deepen member relationships
- Educates members on other products such as Payment Protection and Guaranteed Asset Protection (GAP)
- Provide backup support to the Contact Center
- Understand and is accountable for executing all job functions in a way that is consistent with all requirements of federal Bank Secrecy Act (BSA) and the USA Patriot Act/Customer Identification Act (CIP). Note: Failure to comply with requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as, civil and criminal penalties
Job Specifications
- Requires education equivalent to high school diploma or equivalent. Associates degree in finance or related field preferred.
- Professional, well-developed interpersonal verbal and written skills essential for projecting a positive image as representative of the credit union.
- Must have or be able to attain a Nationwide Mortgage Licensing System (NMLS) number.
- Minimum two years’ lending experience required. Contact center experience may be considered in lieu of lending experience.
- Prior sales experience required.
- Ability to adapt to changing job responsibilities and systems quickly and efficiently.
- Three years financial experience preferred.
- Working knowledge of basic business math, including ability to perform dividend, interest, payoff, equity, and certificate penalty calculations.
- Expert knowledge of deposit accounts and loan products.
- Ability to accept loan applications and payments, and perform routine maintenance on basic consumer loans.
Perks
- Excellent health insurance
- Fun, collaborative, rewarding environment.
- Paid volunteer time and more
At Summit we cover more ground, give more back and have more fun. Come be a part of something bigger!
At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit and business need.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)