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Member Solutions Advisor

1 month ago

Marlborough, United States St. Mary's Credit Union Full time
Job DescriptionJob DescriptionAre you looking for a career that is exciting, challenging, rewarding and allows you to make a difference in your community?


At St. Mary's, we are more than just a financial institution: we are also a trustworthy member of the community we serve. As a not-for-profit organization, our purpose is not to take money from our members — but to actually provide a safe and secure place for them to keep and invest their assets. After all, our members are also the owners of the credit union

Looking for development opportunity and career progression? Our growing Member Solutions Center is the place to be We are looking for motivated, problem solvers to join our contact center team. As a Member Solutions Advisor at St. Mary’s Credit Union, you will use your critical thinking and problem-solving skills to their fullest to help our neighbors meet their financial goals.

Why you’ll love St. Mary’s.

  • Great Benefits – medical, dental, vision and more
  • Weekly Pay
  • Employee Discounts
  • Active in our communities through multiple volunteer opportunities.

Why you’ll love the Member Solutions Center

  • Team atmosphere – Everyone’s working towards the same goal.
  • New learning opportunities every day.
  • Leadership that cares about you, not just the job you do.
  • Feel good about the work you do.
  • Fast paced environment – Your days will fly by.

Responsibilities We Trust You To Perform.

Member Solutions Advisors are the primary liaison for our members to obtain the information or support they need via phone and email in a Contact Center environment. Our advisors are expected to fully understand member needs, and within organization/ department policies, take whatever action is necessary to fully satisfy the inquiry. In this role, you’ll:

  • Manage inbound and outbound calls navigating multiple computer applications while interacting with the member in a timely manner.
  • Identify members’ needs, clarify information, research, and provide solutions and/or alternatives while projecting enthusiasm, courteousness, and confidence.
  • Provide account information to Consumer or Business members. Account information provided includes balances, transactional information, fees, payoffs, account product details, interest rates and other general information.
  • Fulfill a wide variety of member requests for account maintenance activities on deposit and installment loans/line accounts.
  • Assist members navigating the ever-growing digital financial landscape including Online and Mobile Banking, Bill Pay and Mobile Wallet.
  • Performs loan interviews and processes consumer loan and credit card applications.
  • Maintains effective knowledge of all SMCU products and services to seize opportunities to upsell products/services when they arise to meet member needs and expand their overall relationship with SMCU.
  • Understand and adhere to SMCUs risk and regulatory standards, policies and controls. Identify risk-related issues needing escalation to management.
  • Ensure the security and confidentiality of all account and related information and for ensuring that completed work is in compliance with all applicable laws and regulations.
  • Meet or exceed individual and team qualitative and quantitative goals.
  • Attend/complete ongoing training to improve knowledge and performance level.

Other Functions:

Works a rotating Saturday schedule.

Performs related duties as may be assigned or requested.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and required.

Supervisory Scope: None

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the non-essential functions.

The best Advisors are genuinely excited to help people and able to deal with people effectively under adverse and/or stressful conditions. They’re patient, empathetic, and passionately communicative. They can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to them. They are confident at troubleshooting and investigate if they don’t have enough information to resolve the problem. Impeccable attention to detail, strong organizational skills and the ability to handle confidential and sensitive information are required. Bilingual candidates are preferred.

Education and/or Experience

High School diploma or equivalent plus specialized coursework in retail services. One year previous loan, banking, or financial services experience in a customer support role is preferred. Ability to utilize various types of office equipment, including computer terminal and navigating multiple computer applications. Current knowledge of computer software and applications preferred - Microsoft Outlook, Microsoft Office Suite of products. Ability to learn quickly and have basic technical aptitude.

Work Environment:

Usual office working conditions with absence of most disagreeable conditions and consistent exposure to noise.

Physical Demands:


While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch and lift up to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


We are proud to be an EEO/AA employer M/F/D/V

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