Member Relations Advisor I

2 months ago

Apopka, United States Orlando Credit Union Full time
Job DescriptionJob Description

Position Summary

The position is responsible for performing a variety of member transactions in an accurate, timely and confidential manner. In charge of balancing each day’s transactions and verifying cash totals. This position will also assist our Interactive Teller Machine if and when needed. Accountable for meeting daily/monthly balancing standards and adhering to all authorized cash and transaction limits. Responsible for the security of all cash and negotiable instruments and accurate cash handling. Maintain basic knowledge of credit union products and services and basic knowledge of loan products. Actively cross-sells credit union products and services. Accountable for complying with and following all credit union policies, procedures, and government regulations.

Essential Duties and Responsibilities

    • Support the Credit Union's culture of compliance by understanding and complying with all federal and state regulations, including the Bank Secrecy Act and OFAC as applicable, including but not limited to adherence with BSA/AML and OFAC policies and procedures regarding large currency transactions, monetary instruments, wire transfers, member identification, OFAC screening, the completion of training, and reporting suspicious activity to the BSA Officer.
    • Demonstrates a strong member focus through consistent, exceptional service.
    • Creates a memorable member experience by cultivating, maintaining, and enhancing relationships with members through proactive outreach efforts in person, over the phone, or other channels as appropriate.
    • Develops, maintains, and demonstrates a working knowledge of credit union member service standards, policies, procedures, and applicable state and federal government rules.
    • Provide member service and perform duties with a very high level of accuracy and efficiency to elevate the member service experience, minimize the need to redirect members to others, and help guide them when redirecting is needed while maintaining alignment with service expectations, instructions, policies, and procedures including:
      • Performs routine teller services, account maintenance that includes changes to names, addresses, telephone numbers, and issuing or reordering debit, credit, or replacement ATM cards. Posts deposits, loan payments, and transfers funds between accounts. Complex teller services i.e., GL entries, vault balancing, etc.
      • Performs routine teller services through ITM when needed.
      • Responsible for completing daily, weekly, or monthly: balancing sheets; night drop and mail depository log; daily timecard management; CTR and SAR documentation; captured ATM cards; audits for cash, negotiable instruments, ATM’s, cash machines and branch.
      • Maintains accurate records of transactions and balances daily work.
      • Answer incoming calls and assist with specific inquiries.

  • Exhibits positive, constructive, and supportive behavior with members and co-workers. Always demonstrate calm demeanor and appropriate tone.

  • Stays abreast of promotions and cross-sells the credit union’s complete line of products and services.

  • Educates members on emerging Credit Union technology and digital solutions and assists members with a variety of inquiries and account issues while providing general credit union information.

  • Performs other duties as assigned.

Education

  • A minimum of 12 months of retail or customer service experience, preferably in a bank/credit union environment.
  • A high school education or GED.

Basic Skills

  • Strong written, oral, and interpersonal skills.
  • Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, and problem-solving skills.
  • Good judgment and decision-making skills.

Abilities

  • Must truly enjoy directly working and building relationships with people across a wide variety of dispositions and personalities. The ability to positively engage quickly and maintain that engagement throughout the entire transaction process is critical.
  • Ability to analyze member needs and make appropriate product/service recommendations. Consistently demonstrates the ability to think independently, outside the box, by effectively responding to each individual member’s unique situation.
  • Display courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of providing or obtaining information, building relationships, and/or soliciting cooperation.
  • Demonstrate an unsurpassed commitment to exceptional member service and teamwork that ensures an excellent experience with each encounter.
  • Ability to learn and apply knowledge of all credit union accounts and services including electronic services.
  • Ability and willingness to refer credit union products and services by utilizing existing customer services skills and tools attained though credit union training and coaching sessions.
  • Strong technology capabilities. Able to learn and comply with Truth in Savings Act, Patriot Act, Reg. CC, BSA, OFAC, and FACT Act.

Additional Requirements

  • Candidates must satisfactorily pass a criminal background check, drug screening, and credit check. The position is contingent upon meeting these prerequisite requirements.

  • Staff are normally assigned to one branch, office location, or remote worksite, but will be required on occasion to work from a different location or branch and attend in-person meetings. Reliable transportation is necessary to fulfill this requirement.

  • Candidates and employees may be assessed for their ability to perform the position's essential duties.

Job Type: Full Time

  • Working onsite

Benefits:

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Paid Life insurance
  • 401(k) with company match
  • Paid time off
  • 11 Paid holidays
  • Employee discounts
  • Tuition Reimbursement Program
  • Professional Counseling & Family Support
  • Additional benefits

Physical Functions: Physical

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