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Branch Member Experience Advisor

3 months ago

White Rock, British Columbia, Canada Del Norte Credit Union Full time

Position Overview

The primary responsibility of this role is to assess the financial requirements of Del Norte Credit Union's members and suggest suitable credit union solutions. Providing exceptional member service is a crucial aspect of the member journey, as it involves utilizing knowledge and fostering interactions to guide members through a premier experience.

Compensation: The salary range for this position is between $22.29 and $23.56. New employees are generally brought into the organization at a rate within this range, depending on qualifications, internal equity, and budget considerations for the role.

Work Location: White Rock, NM (Primary Location) and Los Alamos, NM

Key Responsibilities:

  • Assist members in navigating financial services through a consultative method to identify the most beneficial products and/or services tailored to individual member needs. This includes account management, addressing inquiries, promoting products and services, and resolving issues.
  • Exhibit a comprehensive understanding of the core systems and all relevant platforms necessary for member service, including loan and deposit systems.
  • Support the front desk to build rapport with guests/members and direct them to the appropriate areas.
  • Provide universal support to both teller operations and new account services within the branch.
  • Encourage a member-first educational culture within the branch by mentoring Member Service Specialists to recognize opportunities for promoting credit union products and services. Coach to embody Del Norte Credit Union's mission of enhancing lives while achieving established member education objectives.
  • Actively listen to member feedback to identify areas for enhancing the member experience.
  • Engage in marketing and awareness initiatives to boost member involvement.
  • Possess strong communication skills, marked by excellent verbal and written abilities.
  • Collaborate effectively within a team environment, contributing to the success of the branch and the organization.
  • Adhere to all regulations, security protocols, and complete mandatory annual compliance training.
  • Perform other related duties as assigned.

Qualifications:

Experience:

  • One to three years of relevant experience.
  • Two years of direct member interaction experience in delivering financial products and services; six months of teller experience and familiarity with platform operations.

Education:

  • A high school diploma or GED.

Interpersonal Skills:

  • This role involves significant personal interaction with individuals both inside and outside the organization for the purpose of initial conflict resolution, relationship building, and fostering cooperation. Discussions require a high level of confidentiality and discretion, necessitating diplomacy and tact in communication.

Additional Skills:

  • Handle sensitive information with complete confidentiality and professionalism. Maintain a professional appearance and demeanor.
  • Deliver exceptional and knowledgeable service to our members, both internal and external, by adhering to our core values.
  • Conduct interactions with members fairly, ethically, and confidently.
  • Successful performance in this role involves meeting and/or exceeding team-building, interpersonal, relationship-building, and technical skills outlined in other responsibilities.
  • Proficient communication and computer skills are essential.
  • Critical thinking and effective problem-solving abilities are required.
  • Collaborative service skills are a must.
  • Demonstrated willingness and eagerness to exceed expectations; excellence in all aspects of service delivery operations is expected.
  • Proficiency with 10-key calculators, Windows, and other MS Office applications is necessary.

Physical Requirements / Work Environment:

  • This position may require prolonged periods of sitting.