Credit Union Advisor I

About the Role

CUA I’s are responsible for providing exceptional member service by accurately and efficiently processing financial transactions and assisting with account maintenance requests. Build relationships with members and utilize the organization's customer relationship management platform to identify needs and refer appropriate products and services, contributing to the organization’s service and production goals. Perform duties in compliance with regulatory requirements, including but not limited to the Bank Secrecy Act.

Responsibilities

• Accurately and efficiently process member financial transactions while maintaining compliance with policies and procedures.
• Regularly balance cash drawers, dispensers, or recyclers to ensure accuracy and identify discrepancies.
• Promptly notify a supervisor of any operational needs, supplies, or concerns to prevent service delays.
• Assist members with account maintenance requests while ensuring proper verification of identity and account details. Account maintenance may include issuing temporary checks, ordering checks, processing address and name changes, and/or facilitating member check-ins for more complex inquiries.
• Contribute to the organization's production and service goals by building strong relationships with members and providing personalized financial guidance.
• Stay informed on current products, services, and promotions to effectively identify opportunities to meet member needs.
• Utilize the organization's customer relationship management platform to track interactions and make appropriate referrals, ensuring a positive member experience.
• Support HR, Risk Management, and Executives in conducting investigations.
• Exercise the highest level of discretion on internal and external confidential matters.

Requirements

• High School Diploma or GED.
• Customer service experience in banking, retail, or another related field (6 months preferred).
• Reliable transportation.
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Ability to navigate the internet and understand basic browser settings.
• Ability to learn and use proprietary computer software platforms.
• Basic written and verbal communication skills to interact effectively with members about financial transactions, including problem resolution and providing educational information about products and services.
• Ability to handle confidential information with discretion, sensitivity, and tact.

Skills

• Ethics and Values: Upholds ethical standards and values; maintains confidentiality; follows through on commitments; encourages responsibility towards the community and the environment.
• Dependability: Takes direction from others; adheres to regulations, policies, procedures, and legal obligations; is punctual and reliable; performs work in a safe and secure manner.
• Delivering Results: Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; structures and prioritizes work activities.
• Collaboration: Accepts and appreciates other people; demonstrates courtesy and compassion; supports, encourages, and thanks others; consults, listens, and understands others; promotes diversity and builds morale, team cohesion, and collaboration.
• Building Relationships: Develops relationships and builds networks; creates a positive impression and builds rapport; adapts approach to interact effectively with others; effectively manages conflict; helps others succeed.

Working Conditions

• Routinely perform work indoors in a climate-controlled private office with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on your own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral directives.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform intermediate mathematical calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines, requirements for extreme accuracy, and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.

Physical Demands

• Primarily sedentary work with limited physical exertion and lifting up to 50 lbs.
• Capable of regular, reliable, and timely attendance.
• Must be able to operate office equipment including cell phone, telephone, copier, and calculators.
• Must be able to routinely perform work on a computer for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of climbing/descending stairs in an emergency.
• Travel by automobile may be required.