Member Experience Advisor I

4 weeks 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 crucial to enhancing the member experience, as it involves utilizing knowledge and engaging with members to guide them through a premier service journey.

Compensation: The salary range for this position is between $22.29 and $23.56. New employees are typically offered a salary within this range based on their qualifications, internal equity, and the budget allocated for the role.

Work Location: This position is based in White Rock, NM, with additional responsibilities in Los Alamos, NM.

Key Responsibilities:

  • Assist members in navigating financial services through a consultative approach, identifying the most beneficial products and services tailored to individual member needs. This includes managing account openings and closures, addressing inquiries, promoting products and services, and resolving issues.
  • Exhibit proficiency in the core systems and all relevant platforms necessary for member service, including loan and deposit systems.
  • Support the front desk operations to build rapport with guests and members, directing them to the appropriate areas.
  • Provide comprehensive support to both teller functions and new account operations within the branch.
  • Foster a member-first educational culture in the branch by mentoring Member Service Specialists, identifying opportunities to promote credit union offerings, and embodying the mission of enhancing lives while achieving member education objectives.
  • Actively listen to member feedback to uncover opportunities for enhancing the member experience.
  • Engage in marketing initiatives and awareness campaigns to boost member involvement.
  • Demonstrate strong communication skills, both verbal and written.
  • Collaborate effectively within a team environment, contributing to the overall success of the branch and organization.
  • Adhere to all regulatory requirements, security protocols, and complete mandatory compliance training.
  • Perform additional 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 is required.

Interpersonal Skills:

  • This role involves significant personal interaction with individuals both inside and outside the organization, focusing on first-level 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 utmost confidentiality and professionalism. Maintain a professional appearance and demeanor.
  • Deliver excellent and knowledgeable service to members, both internal and external, by adhering to core values.
  • Conduct interactions with members fairly, ethically, and confidently.
  • Successful performance in this role involves meeting or exceeding team-building, interpersonal, relationship-building, and technical skills outlined in other responsibilities.
  • Possess strong communication and computer skills.
  • Exhibit critical thinking and effective problem-solving abilities.
  • Demonstrate collaborative service skills.
  • Show willingness and eagerness to exceed expectations, with a proven track record of excellence in service delivery.
  • Proficient in using a 10-key calculator, Windows, and other Microsoft Office applications.

Physical Requirements / Work Environment:

  • This position may require prolonged periods of sitting.

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