SUMMARY

Member Advisors serve as the Credit Union's primary frontline member service representatives in person and on the phone and are responsible for creating a welcoming environment and an exceptional impression on all our members. Key job functions include, but are not limited to, leading and growing the Credit Union through the addition of new members and the expansion of existing member relationships using probing and interviewing skills, focusing on the growth of the Credit Union's loan portfolios, attaining sales goals, professionally responding to customer inquiries by telephone and/or in person, accurately performing transactional and operational responsibilities by learning all aspects of branch operations, protecting against risk of loss, and becoming proficient in credit union regulations, policies, and procedures.

ESSENTIAL FUNCTIONS

The Member Advisor I must perform the following essential functions:

1 Welcomes members by communicating with them warmly and immediately when they enter the Credit Union or by the second ring when they call on the phone; calling them by name (if known), adhering to guidelines on member privacy and confidentiality, always representing the Credit Union in a courteous, professional, and positive manner and appearance.

2 Promotes and sells products and services by using consultative needs assessments to identify and qualify new and existing members for various products and services, thus consistently achieving individual sales goals. Establishes rapport, defines needs, explains solutions, overcomes objections, recommends actions, and closes the business. Opens and accurately completes the appropriate processes on new accounts, loans, and ancillary services. Develops and maintains an extensive knowledge of all Blue Eagle products and services in order to provide members with detailed information regarding the products and services requested and cross-sells other products and services where needed.

3 Performs the entire consumer loan process and residential mortgage process from interview to close by accepting, analyzing, and passing judgment on loan applications up to individual lending authority. Counsels applicants on Credit Union lending policies and repayment terms. Calculates and prepares loan applications by determining the loan amount, interest rate, collateral, and cross-sell/up-sell opportunities. Contacts member references and credit reporting agencies, if necessary, to gather pertinent credit information. Completes all related documents necessary to complete the loan application process. Acts as the liaison for others on the Lending Team with the member, gathering additional information and scheduling closing. Closes the loan and ensures all loan documents are accurately completed and forwarded for booking.

4 Provides ongoing support to members regarding products and services. Assists members with routine account-related requests, such as, but not limited to, funds transfers, stop payments, ATM & Debit Cards, disputes, fraud, etc. Provides solutions to difficult situations, errors, or obstacles. Acts as a liaison with support departments to provide solutions and achieve member satisfaction. Builds and maintains relationships with members that are built on trust by frequently providing follow-up to ensure their satisfaction.

5 Performs outbound sales calls and business development initiatives to ensure individual and team sales goals are accomplished. 

6 Monitors for potential risk of loss to the Credit Union by ensuring alerts and comments are read on all accounts, especially those made by Loss Prevention, accuracy and attention to detail are front of mind at all times, and suspicious activity is monitored and reported. Makes phone calls to members, when necessary, to make collection on loan payments, returned checks, etc.

7 Periodically performs and assists members with routine transactions in accordance with Credit Union policies and procedures. Responsible for vault and CoinMax activity. Follows policies and procedures, as well as audit and compliance requirements. Assists with all office/department operational duties as assigned by leadership.

8 Attends and completes initial and ongoing annual compliance training; successful completion will be documented.

9 Complies with all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act and other Anti-Money Laundering, Bank regulations, Bank Bribery Act, Privacy Act, Truth in Savings, Reg E, Reg CC, Fair Housing Act, Reg B/ECOA, Reg C/HMDA, Reg Z, FCRA/FACTA, and Service Members Civil Relief Act, and Military Lending Act.

10 Complies with all Blue Eagle Credit Union policies and procedures and the prohibitions enumerated in policies, including, but not limited to, the Employee Handbook ("The Flight Plan"), Lending Policy, Anti-Harassment Policy, and Social Media Policy.

11 Completes other duties as assigned by Leadership.

MINIMUM QUALIFICATIONS & EDUCATION

The Member Advisor I must satisfy the minimum qualifications and education:

1 High School diploma or GED equivalent required

2 Exposure to a sales and service environment

3 Engaging personality with strong communication skills with the ability to influence others

4 Ability to obtain Level 1 Lending Authority within 12 months of hire date or promotion to position

5 Ability to be registered in the Nationwide Mortgage Licensing System and Registry (NMLS)

PREFERRED QUALIFICATIONS & EDUCATION

The following qualifications and education are preferred:

1 Bachelor's degree or business relevant Associate degree (e.g. Business Management or Administration, Finance)

2 Prior experience working in a financial environment, minimum of 1

3 Prior sales experience with individual sales goals, minimum of 1

4 Prior consumer lending experience, minimum of 1

5 Experience with Google Applications: Docs, Sheets, Gmail, Calendar

SKILLS & ATTRIBUTES

The Member Advisor I must possess the following skills and attributes: aptitude for assessing member needs and then providing applicable solutions/recommendations; ability to build member relationships based on mutual trust to optimize sales opportunities to new and existing members; strong interpersonal skills with ability to work with people at all levels of an organization and build teamwork; effective oral and written communication skills with strong influencing skills; apply strong critical thinking and problem-solving skills to meet member needs; demonstrate initiative, a commitment to continuous learning, and the ability to adapt to changing demands and requirements; disposition to work in a fast-paced environment with frequent interruptions, occasional short deadlines, and stressful situations; high level of skill in handling sensitive and confidential information and ensuring privacy; and computer literacy (Google Applications and Microsoft Office).

COLLATERAL DUTIES

May be asked to become a Notary to provide such service for the membership. If bilingual, will be asked to use language skills to 

translate for members throughout the credit union. 

REQUIRED WORK HOURS

The Member Advisor I works a minimum of 40 hours a week, which can include weekends and overtime. The position may require travel to various Blue Eagle markets and may require out-of-town travel with the potential for overnight stays.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1 Regularly required to sit and/or stand for extended periods of time every day. Walk and stoop occasionally.

2 Use hands and fingers. Reach with hands and arms.

3 Talk and hear.

4 Lift or move up to 30 pounds, occasionally.

5 Close vision and ability to focus.

OUR VALUES

Mission: Delivering Solutions

Vision: Enriching Your Life

Core Values: Quality Service, Respect, Integrity, Compassion, Education