Member Advisor - Aberdeen

About the role

Under the general supervision of branch management, serves as the face of the branch, delivering exceptional service and financial education to members in a modern, technology-enabled environment. This role is a hybrid of personal banker and financial concierge, focused on building relationships, identifying needs, and helping members utilize a full range of credit union products and services, including digital channels and Interactive Teller Machines (ITMs).

Responsibilities

• Engage and serve members by embracing APGFCU’s brand and delivering financial education.
• Collaborate with teammates to maintain a welcoming, efficient, and secure branch environment.
• Welcome members warmly, listen actively, and deliver prompt, personalized, and consistent service.
• Perform lobby engagement activities to connect with members and educate them on managing financial transactions using technology, tools, and resources.
• Assist members in navigating ITMs and digital banking tools; provide demonstrations and guidance to build confidence and encourage adoption.
• Assist with transactions and troubleshooting through ITMs, ensuring a smooth member experience.
• Develop lasting consumer and business relationships by following up on previous interactions, celebrating milestones, and proactively offering financial wellness support.
• Open new consumer and business accounts and perform routine maintenance on deposit and loan accounts, certificates of deposit, and individual retirement accounts.
• Apply product and procedural knowledge to identify, mitigate, and solve member problems effectively to drive member loyalty.
• Manage risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
• Participate in branch daily operations, ensuring they are completed in an efficient and accurate manner.
• Acquire and deepen the branch member base through proactive sales and service activities.
• Manage the member experience by identifying opportunities to improve financial wellbeing and positioning APGFCU solutions to build loyalty.
• Drive proactive conversations through prospect and member interactions using a defined sales process, including outbound calling, service-to-sales, appointment setting, and lobby engagement.
• Deliver a full needs-based conversation with every member interaction to identify appropriate solutions.
• Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling, referrals, and member satisfaction surveys based on the credit union’s strategic plan.
• Generate ideas to enhance quality service or increase revenue, such as workflow improvements and product innovation, and communicate them to branch management.
• Build rapport, use critical thinking, and apply the credit union philosophy of "people helping people" to uncover additional lending needs through credit review.
• Evaluate the branch loan pipeline and create proposals for follow-up and missed opportunities.
• Compile necessary documentation, define requirements, and determine accurate payment information for loans.
• Proactively offer convenience channels to disburse loans.
• Review loan denials for possible recommendation for approval.
• Courteously communicate denials to members and offer alternative solutions and financial education as appropriate.
• Partner with branch management to support business development efforts, such as open enrollments, visiting local businesses, and staffing community events.
• Complete applicable training and comply with federal regulations and APGFCU policies and procedures (e.g., Bank Secrecy Act, Information Security).
• Perform other related duties as required or directed.
• Must have a flexible schedule, be able to work Saturday hours, and travel to other branch locations.

Requirements

• High School Diploma or equivalent; additional specialized training equivalent to two years of college (experience can be credited in lieu of education).
• One-year consultative sales experience with a proven record of building member loyalty and expanding financial literacy and wellbeing.
• One to two years of financial services experience, specifically with deposit and lending products, and proficiency in interviewing loan applicants preferred.

Skills

• Knowledge of financial institution products and services and demonstrated ability to meet goals.
• Strong communication, problem-solving, and interpersonal skills.
• Comfortable using technology and teaching others how to use digital tools, including ITMs, tablets, and digital banking apps.
• Passion for helping others and commitment to the credit union philosophy of “people helping people.”
• Ability to work independently and as part of a team.
• Numbers and detail-oriented with the ability to multitask.

Pay

$40,700 - $65,100 annually. Offers are based on experience and education.

Benefits

• Medical and dental (shared expense).
• Vision coverage.
• 401(k) retirement plan.
• Life and disability insurance.
• Flexible spending account.
• Employee assistance program.
• Referral program.
• Educational assistance.
• Paid holidays, annual leave, and sick leave.

Schedule

Flexible schedule, including the ability to work Saturday hours and travel to other branch locations.

Physical Demands

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.

• Regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear.
• Frequently required to reach with hands and arms.
• Occasionally required to stoop, kneel, or crouch.
• Must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.