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Senior Member Services Advisor

2 months ago

Verona, Virginia, United States United States Senate Federal Credit Union Full time
Job Overview

Objective:

At United States Senate Federal Credit Union, we are dedicated to enhancing the financial well-being of our members at every stage of their journey. Our commitment to sustainability and security is integrated into all our financial offerings.

Core Values: S.T.R.I.V.E

  • Upholds the trust of our members and staff by protecting their financial information.
  • Respects and values diverse perspectives, fostering a safe and collaborative environment that embodies our belief in 'better together.'
  • Demonstrates integrity and professionalism in building authentic relationships based on ethical standards.
  • Encourages innovation, embraces change, and approaches problem-solving with creativity while managing risks effectively.

Position Summary

Under general oversight and in alignment with all applicable regulations and internal policies, this role supports the daily operations of our retail branch. Acting as a representative of the Credit Union, the individual embodies our 'Better Together' philosophy, aiding members in achieving their financial aspirations. Responsibilities include executing both routine and intricate transactions, including cash handling. The ideal candidate will possess exceptional customer service abilities, engage in meaningful conversations with members, and build strong relationships while advocating for their needs. A drive to meet or surpass performance and sales objectives is essential, along with a comprehensive understanding of our products and services.

Key Responsibilities

1. Represent the Credit Union with professionalism and courtesy, delivering outstanding service to all members.

2. Process incoming mail accurately, including deposits and loan payments.

3. Ensure all transactions are recorded correctly in the designated systems.

4. Verify the accuracy of deposits and payments, adhering to established policies.

5. Collect mail from the post office daily.

6. Reconcile and balance transactions at the end of each day.

7. Identify and resolve discrepancies promptly.

8. Serve as a backup for the Contact Center, assisting with incoming calls.

9. Provide timely and accurate responses to member inquiries regarding accounts and services.

10. Collaborate with other departments to ensure seamless operations and accurate record-keeping.

11. Analyze credit reports for membership and loan applications.

12. Demonstrate the ability to cross-sell Credit Union products and services.

13. Manage account openings and closures.

14. Engage effectively with members and colleagues.

15. Capable of working remotely as needed.

16. Execute both routine and complex member transactions accurately and efficiently.

17. Maintain accurate logs for required audit information and understand regulatory processes.

18. Navigate multiple computer applications while engaging with members through various channels.

19. Maintain knowledge of Credit Union services and ancillary products.

20. Actively listen to members to provide appropriate referrals for products and services.

21. Exhibit problem-solving skills and the ability to follow through on tasks.

22. Collaborate positively with team members to promote effective communication and operational consistency.

23. Assist other departments as necessary, ensuring member needs are met.

24. Maintain confidentiality of all member interactions and documentation.

25. Participate in training and development opportunities to enhance personal performance.

Additional Responsibilities

1. Comply with all relevant federal and state regulations and internal policies.

2. Perform other duties as assigned.

Qualifications

Education: High school diploma required.

Experience: Minimum of 3 years in a financial institution with a focus on customer service and cash handling.

Skills: Ability to complete new account and loan training within one year; demonstrated cross-selling abilities; attention to detail; proficiency in basic PC applications; knowledge of Credit Union policies preferred. Bilingual in Spanish is a plus.

Communication: Excellent conversational and interpersonal skills for building member relationships; strong written communication abilities.

Supervisory: None required.

Time in Service: None required.

All candidates will be evaluated based on their previous experience.

Equal Opportunity Employer/Veterans/Disabled

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.