Member Relationship Concierge/Rep

1 month ago

Brea, United States AdelFi Credit Union Full time

Responsibilities

  • Makes proactive outreach to new membership applicants to conduct an onboarding appointment. Makes a Pass/Fail determination primarily based on conversation and account match observation.
  • Reviews account set up to ensure accuracy, alignment to goals, discusses other options, and provides instructions for next steps.
  • Walks new member through digital banking enrollment and directs through digital optimization based on member’s needs and goals.
  • Educates members on product offerings and services to improve their financial well-being. Explains pricing and answers questions from members/potential members building value in the member relationship.
  • Follows up with members/potential members via telephone or email following initial contact.
  • Provides regular reporting of membership application and funding production to management.
  • This position will act as a backup and provide support to all Member Service Channels (such as the Digital Contact Center).Responsible for compliance with Member Information, Data Security Policy, OFAC/USA Patriot Act, and all application regulatory requirements.


Position Requirements

  • Bachelor’s degree with 3-5 years related experience in the banking industry. Consultative selling in a financial institution or retail environment is a plus.
  • Banking Products – Knowledge of and ability to provide products and services available through the Consumer retail banking.
  • Digital Awareness – Shares, shows and supports clients on a variety of digital and online tools and resources allowing them to explore solutions to achieve their financial goals and financial well-being through the AdelFi conversation.
  • Effective Communication – Understands concepts, tools and techniques of effective communication.
  • Manages Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
  • Matrix Management – Ability to build and use effective working relationships within own department and across departments.
  • Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
  • Prospecting – Knowledge of prospecting principles, processes, and skills; ability to identify and engage potential customers. Build relationships and create opportunities.
  • Selling – Applies knowledge of consumer banking products and services to meet customer needs and enable them to achieve their financial goals. Must deliver a needs-based selling/educational approach to each interaction. Proven ability to originate, close and deepen engagement of products and services through proactive outreach activity.
  • Risk Mitigation – Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits to avert loss and comply with applicable regulations. Demonstrates a heightened scrutiny to identify fraud.

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