Associate Member Advisor

Salary range: $15.93 - $23.90 hourly. Travel up to 25%.

About the role

The Associate Member Advisor (AMA) ensures that HHCU members are consistently satisfied in the service they receive and are being offered the right products and services to meet their financial needs. The AMA assists in establishing new member relationships, servicing existing members, and performing basic banking tasks. The AMA is responsible for identifying and recommending HHCU products and services in a way that creates a member experience that surpasses expectations with every interaction.

Responsibilities

• Mission and Service
  • Is an integral part of the Hoosier Hills Credit Union and Service Center team in living out the corporate mission: To be better for our members by making a positive difference in their lives and the communities we serve.
  • Consistently delivers outstanding service to both internal and external members that aligns with the Credit Union’s Service Promises.
  • Always acts in the best interest of the member and the Credit Union.
  • Maintains the highest level of professionalism when interacting with members through friendly, informative, and helpful communications to understand and identify member needs, solve problems, and represent the Credit Union.
  • Increases member satisfaction by taking ownership of each request and being highly responsive to member needs, finding solutions that meet or exceed expectations.
  • Builds rapport by establishing credible relationships with members and prospective members through consistent high-quality service.
  • Utilizes other business units as needed to assist members.
  • Expected to work Saturday shifts one or more weekends per month.
• Member and Business Focus
  • Continuously champions knowledge of and experience with member interactions to be a trusted resource in developing and expanding membership.
  • Creates business value for the membership by providing consistent, accurate, and outstanding service, targeting and selecting product and service solutions that best meet member financial goals.
  • Assists members with online banking, general statement inquiries, plastic card activation, wire exchanges, and general account maintenance.
  • Serves as a trusted resource to members and fellow team members by possessing strong knowledge of HHCU products, services, and member experience standards.
  • Assists in problem identification and offers solutions under the guidance of a Senior Member Advisor or Member Advisor.
  • Achieves expected sales and service results by taking personal ownership of referral and cross-selling processes and aligning personal goals with organizational goals.
• Transactional Excellence
  • Possesses proficiency in account maintenance, banking systems, and process knowledge to ensure records accuracy, policy compliance, and member satisfaction with every transaction.
  • Defines member experience by providing exceptional service through accurate transactions and professional conversations.
  • Performs operational transactions (e.g., deposits, withdrawals, transfers) and account maintenance accurately within security guidelines and with few errors.
  • Executes supervisor overrides when necessary, following strict protocols to maintain account security.
  • Safeguards workstation, maintains established cash limits, and accurately counts cash bought and sold.
  • Assists members with account opening and closing procedures.
  • Performs Service Center opening and closing procedures.
  • Completes annual Bank Secrecy/OFAC and related training as assigned.
  • Complies with all applicable BSA/AML laws, rules, regulations, policies, and business practices established by Credit Union management.
• Teamwork and Collaboration
  • Maintains a consistent focus on team involvement and personal growth through sharing and implementing creative ideas that provide membership business value and enhance a positive work environment.
  • Maintains supportive communication with supervisor and team members, reporting problems, developments, changes, and other important information regarding responsibilities.
  • Makes plans happen through awareness, involvement, constant communication, and continual learning.
  • Shares opportunities for improvement with appropriate managers.
  • Performs ongoing self-evaluation.
  • Attends and supports Service Center events and other community outreach efforts as needed.
  • Attends to operational needs and issues as they arise.
  • Strives to improve self and team to create strategies for future-focused positive results.
• Performs other duties as assigned.

Requirements

• Knowledge Requirements
  • Excellent communication skills (both oral and written).
  • Professional appearance and demeanor, good interpersonal relations skills, and a positive and optimistic outlook.
  • Strong knowledge of retail delivery products and other Credit Union products and services.
  • Strong and consistent sales and service performance.
  • Requires judgment to apply broader aspects of established practices to situations beyond clear, concise guidelines.
  • Ability to gather and analyze data.
  • Ability to establish and maintain positive working relationships with management, peers, employees, and vendors.
• Education and/or Experience
  • High school diploma or equivalent.
  • 1-2 years of experience working in a retail setting with daily customer interaction.
  • Experience preferred in cash handling and clerical office work.

Work Environment/Physical Demands

• Normal accessibility of Service Center and corporate work sites required for the position.
• Normal physical mobility and agility, including movement from place to place and the ability to maneuver body while in place.
• Normal dexterity of hands and fingers.
• Normal coordination, including eye-hand and hand-foot.
• Works in a typical administrative setting with climate control and appropriate lighting.
• Work requires occasionally lifting and carrying up to 50 pounds, taking frequency into consideration.