Member Experience Advisor

2 weeks ago

Greensboro, United States Piedmont Advantage Credit Union Full time

Piedmont Advantage seeks to hire a Roving Member Experience Advisor (MEA). The Roving MEA is the first point of contact for our walk-in and drive-through members. This position is responsible for conveying a sense of welcome to our member-owners and facilitate an experience where the member-owners are empowered through education to make sound financial decisions. This position also requires a thorough understanding of our deposit and lending products and services in order to provide the high level of service that our members deserve. MEAs excel in building rapport, creative problem-solving, critical thinking, and sound judgment. They are comfortable learning the member's needs and positioning the correct products and services that would enhance their lives through the relationship they have with PACU.

The Roving Member Experience Advisor position will require travel to PACU branches across the Triad.

Essential Functions & Responsibilities:

  • Facilitate the delivery of efficient, accurate and professional service of all financial products and services that defines excellent member experience. This will include accurately processing deposit transactions, creating out of the box solutions for member loan requests and opening accounts in an accurate and timely manner. All new products and services should be accompanied by accurate and timely documentation.
  • Assist members with requests, challenges, research, and follow-up on details to resolve matters to the member's satisfaction.
  • Utilize technology to educate members and prospective members on the benefits of Credit Union membership as well as our lineup of products and services.
  • Possess the necessary sales skills and positive energy toward the accomplishment of monthly and annual branch activity, member experience and growth goals to continuously put our members first. Effective communication, especially listening skills, are required for the fulfillment of this requirement.
  • Utilize sound judgement skills to maintain a safe and secure environment in our paperless/electronic branch environment while still functioning under dual control. Adherence to all operational, regulatory and security requirements, directives and procedures while minimizing losses.
  • Perform other job-related duties as assigned

Education, Training, Abilities & Experience:

  • One year to three years of similar or related experience
  • A bachelors degree or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree)
  • The ability to motivate or influence others in a material part of the job, requiring a significant level of diplomacy and trust
  • Obtaining cooperation (internally and/or externally) is an important part of the job
  • Each individual should have an empowerment to provide the highest level of service possible that puts all of our members first
  • All Member Experience Advisors will be held accountable both individually and as part of the overall team.
  • The Member Experience Advisor should be internally motivated and able to function in an independent manner as it relates to product knowledge
  • A friendly and energetic disposition is required for success.
  • Rapport building
  • Strong oral and written communication
  • Critical thinking
  • Sound judgment
  • Problem resolution
  • Team collaboration
  • Root cause analysis
  • Technology friendly
  • Community focused

Physical Requirements:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is:

  • Regularly required to sit, stand, talk, see and hear.
  • Required to possess dexterity to operate standard office equipment
  • Occasionally required to lift 20 pounds or more

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is exposed to an office environment. The noise level is usually low.

Equipment required for this position:

  • Standard office space and equipment
  • Standard PC equipment and printers
  • Telephone and/or headset

Benefits: Medical Insurance • Vision Insurance • Dental Insurance • 401(k) Plan with a competitive Employer Match • Credit Union Paid Life Insurance (of two times your annual salary) • Long & Short Term Disability Insurance • Flexible Spending Accounts • Health Savings Accounts (HSA) • Paid Time Off • Paid Federal Holidays • Community Volunteer Opportunities

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