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Full-Time Member Experience Advisor
1 month ago
This position provides premier level of service to members, clients, and associates of American Heritage Credit Union to enhance the overall member experience. Proactively engage existing and prospective members with their financial needs using a consultative approach. Rotate between lobby greeting, consultative member engagement, and processing transactions. Explain services, respond to all inquiries, present appropriate products to members through their various life stages, and direct members to the appropriate specialists (e.g. Investment Retirement Center (IRC), Mortgages, etc.).
Responsibilities Include:
* Process account-related requests including opening basic consumer accounts and performing file maintenance (e.g. address changes, name changes, adding\/removing signers\/owners, plastic card requests, etc.).
* Process basic consumer loan-related requests (e.g. signature and credit card) including submitting applications, booking and disbursing, and file maintenance (e.g. modification of agreements, Skip-A-Pay, etc.).
* Engage with members and prospective members to build and deepen trusted relationships by uncovering and recommending appropriate solutions for their short- and long-term financial needs.
* Utilize sales tracking systems, member data warehouse programs, and other tools (e.g. DataVa, Better Lobby, etc.) to analyze members' engagement with the credit union and offer solutions that will be conducive to the member's current\/future life stage(s).
* Connect members to our Subject Matter Experts (SMEs) via SmartOffice\/VANA technology who can assist them with their specialized financial needs (e.g. Lending, Mortgages, Account Services, IRC, etc.).
* Assist with Lobby Management including showing members how to use self-serve technology (e.g. PAT, ATM, Mobile Teller, VANA, etc.) to accomplish their basic needs for transactions, account information, and account updates.
* Provide remote support to the Contact Center through Soft Phone\/Soft PAT (Personal Automated Teller).
QUALIFICATIONS:
* One year to three years of similar or related experience.
* A high school education or GED.
* Full-time position- Rotating evening and Saturday hours are required.
* FICEP certification (to be completed after hire).
* Professional, outgoing, engaging, and personable individual with well-developed interpersonal skills - verbal and written - essential for servicing Credit Union members, staff, and clients and projecting a positive image as a representative for the Credit Union.
Our commitment to your success is enhanced by our competitive rate commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous escalating company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.
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