Member Service Advisor I - Lakewood

Function Description:

The Member Service Advisor I processes a variety of financial transactions and member services in the lobby and drive-up in a timely, accurate and professional manner while providing exceptional member service. This role maintains thorough knowledge of all Credit Union products and services. They consistently evaluate sales opportunities, make recommendations or offers products and refer members to the appropriate sales staff.

Reports to:Assistant Branch Manager or Branch Manager (depending on location)

Supervisory or Managerial Responsibility:None              

Contacts:Credit Union members and their employers, Credit Union officials, Credit Union branches/departments, vendors and appropriate external financial service providers.

Essential Responsibilities:

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Communicates with members in a positive manner, through exceptional service, both in person and/or by telephone.
• Practices Bellco service standards and core values in all interactions with members, prospective members and personnel in other Bellco departments.
• Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members needs and referring members to the appropriate team member/partner.
• Understands and complies with all appropriate federal and state regulations, branch operations procedures and branch audit standards.
• Contributes to corporate and branch goals and supports current business priorities.
• Accesses and navigates devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
• Demonstrates for members how to access and utilize TELLERphone and Bellco online banking.
• Routinely handles digital (phone and virtual) appointments, including the allocation of digital appointments to employees to ensure appointments start on time.
• Accesses member accounts to accurately perform non-lending service transactions.
• Accesses member accounts to conduct account maintenance.
• Performs other related duties as assigned by management.

Skills:

Demonstrates strong oral and written communication skills. Ability to accurately and efficiently enter data and update member financial records. Ability and willingness to identify needs and sell appropriate products and services. Ability to obtain and perform Notary services.

Bilingual (Spanish) strongly preferred.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adhere to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrate compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY:Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE:Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE:Develop the individual, improve the team, grow the institution.Encourage and reward creative solutions. Ask impactful organizational questions.Identify the problem to be solved and the desired outcome.Engage others. Believe in what’s possible.

APPRECIATE THE MEMBER:Achieve and retain trusted, valued relationships with members.Listen and identify needs.Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER:Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others’ efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other’s self-esteem

Recognize and reinforce others’ positive actions

Respect each other’s priorities and personal space