Member Advisor

Job Title: Member Advisor

Report To: Financial Center Manager/Sales & Experience Manager / VP – Chief Operations Officer /EVP/President-CEO

Classification Code: Non-Exempt

General Purpose

The primary role of the Member Advisor is to engage members in the branch and educate them about Kinetic’s products and services. The Member Advisor will be an expert and trusted advisor for Kinetic members and prospects. This position is responsible for building and delivering exceptional service, while using professional, consultative selling skills to identify cross sell opportunities and deepen member relationships. All front-office positions require the ability to make decisions within established guidelines, the ability to work within a sales environment, to effectively communicate with members and the ability to be a team player in an organization that values the spirit of teamwork. Performs all types of transactions for members. Establishes accounts according to credit union policies. Provide financial counseling for those members needing assistance. This position takes complete ownership of the members’ needs while meeting Kinetic’s performance standards.

Essential Duties/Responsibilities

1. Assists members using the Interactive Teller. Educates members to make them comfortable and competent using the new interactive teller technology.
2. Assumes responsibility for the effective and professional performance of member service functions.

• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Orders checks for members' accounts.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Performs membership maintenance and account changes as needed.
• Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
• Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
• Completes on-boarding activities for new members.
• Opens new accounts (consumer and business) and utilizes consultative selling skills to actively cross sell appropriate Kinetic products and services to deepen member relationships while developing professional and personal trust among members. Uses needs-identification questions and professional expertise to effectively cross-sell credit union products and services.
• Processes loan closings for those loans originated and approved in the Kinetic Service Center, when applicable. Includes review of documents with the member and in-depth knowledge of ancillary products, including Credit Insurance Protection, GAP and Vehicle Service Agreements in order to answer any questions posed by the member.

1. Resets passwords and PINs for members according to department procedures. This includes online banking, telephone banking and mobile banking.
2. Processes account maintenance tasks such as stop payments, collections items, check orders, address changes, and other member requested items.
3. Takes complete ownership of every interaction whether it requires a call back, extended research, or assistance from other departments.
4. Resolves member issues or complaints by demonstrating complete knowledge of Credit Union processes and procedures while being empowered to make decisions that are in the best interest of the member and/or the Credit Union.
5. On a self-directed basis, continues to improve in individual level of competency through training and development on established educational programs.
6. Seeks ways to streamline work processes and continuously improve the Credit Union.
7. Performs new account functions: explains various account and ownership options and prepares all documents and paperwork. Verifies that all applications and documents have been completed thoroughly, accurately and that they are properly signed.
8. Actively cross sells loans, residential lending services and business partner services, opening accounts when applicable and making referrals and introductions to experts in other departments.
9. Makes proactive outbound calls to members to recommend additional products and services that benefit the member.
10. Ensures that work area, reports, correspondence and records are neatly and accurately maintained to present a favorable image of the Credit Union.
11. Completes SAR (Suspicious Activity Report) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance to BSA/AML regulations, and turns over to appropriate parties in a timely manner.
12. Understands and adheres to all Bank Secrecy Act/Anti-Money Laundering policies and procedures set in place to ensure compliance and attends annual training.
13. Participates in the Community Involvement goals of the credit union.
14. Must be technologically advanced in eServices (eDeposit, eBranch and Mobile Banking).
15. Responsible for completing Information Security Awareness training as directed by management.
16. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.

Additional Duties/Responsibilities

1. Projects a professional image consistent with that of the credit union at all times when representing the credit union.
2. Exceptional member service and sales skills in order to meet our members’ financial needs and make contributions to help achieve Credit Union goals (individual, branch, and corporate).
3. Professional, courteous and tactful verbal and written communication skills.
4. Comfortable being evaluated against performance standards.
5. Willingness to take initiative to successfully achieve team goals and model a good work ethic and professional attitude and demeanor.
6. Willingness to make follow-up calls to members regarding promotions, products, and services.
7. Advanced knowledge of all Credit Union products and services and the related legal and regulatory requirements. Extensive knowledge of the documents and forms required to complete consumer loans, IRAs, business accounts, plastic cards, online banking and bill payment transactions.
8. Detail-oriented, with proficiency in computer software (Microsoft Word and Excel), data entry, ten-key calculator, cash counting and math skills. Proficient in use of credit union’s computer system for member account management.
9. Able to remain calm under difficult circumstances. Skillfully handles and resolves difficult member situations for member satisfaction within appropriate guidelines and procedures.
10. Ability to attain mastery certification in remote delivery channels and to discuss these channels with members.
11. Ability to use judgment and discretion when handling confidential member account information.
12. Strong organizational and time management skills. Proven ability to follow through on tasks with accuracy and pay close attention to detail.
13. Working knowledge of federal and state financial institution regulations.
14. Flexibility to deal with unexpected events, and attend meetings and events that may occur outside of regularly scheduled work hours. Work schedule may vary to provide sufficient service levels.
15. Ability to maintain high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence.
16. Responsible for maintaining a current Learning Action Plan in conjunction with the Performance Management System.
17. Performs additional duties as directed by management.

Two years of college or an associate’s degree preferred and a commensurate level of language, math and reasoning skills. However, two or more years of experience in a comparable position may be substituted. Two years of customer service experience in a financial institution or two years retail customer service experience in a sales environment. Must possess knowledge of methods, practices and terminology of credit union or retail banking.

Supervisory Responsibilities

None

Work Environment/Physical Activities

This position requires limited physical effort. Employee must be able to stand and walk for extended lengths of time as well as reach, stoop, or kneel, or to lift and move at least 25 pounds. The ability to read small print and color vision may also be required. Continuous speaking and hearing when interacting with members, staff and vendors. Frequent use of judgment, reasoning and patience and negotiation when resolving problems. Frequent use of initiative and problem solving skills. Continuous concentration and precision to ensure accuracy of work. Frequent performance of basic and complex numerical calculations, as well as writing, reading, comparing and analyzing. Continuous memory demands in recalling credit union policies, services, state and federal regulations.

Occasional travel to credit union events and for job-specific purposes. Office hours dependent upon location. Work shifts, duties and work locations may be rotated to accommodate the needs of the organization.