Member Advisor

Duties & Responsibilities

• Serves as the primary point of contact for members, ensuring every interaction is welcoming, efficient, and solutions-oriented.
• Greets members promptly and professionally while building rapport and trust through genuine engagement.
• Listens actively to member needs and provides tailored recommendations for products, services, and tools that support their financial goals.
• Solves member questions, concerns, and account issues with a sense of ownership and urgency.
• Demonstrates commitment to service excellence by following up when necessary and exceeding expectations.
• Demonstrates and educates new members on digital tools including PC Banking and Bill Payment systems.
• Completes special service requests such as immigration letters and pre-authorized draft forms; assists with Forgery Affidavits and routes them appropriately.

Assumes Responsibility for Providing an Exceptional Member Experience

• Executes financial transactions accurately and opens new accounts with attention to compliance, detail, and member education.
• Processes deposits, withdrawals, payments, transfers, and other standard transactions efficiently and with a high degree of accuracy.
• Opens and services personal accounts, including checking, savings, certificates, and IRA accounts.
• Performs account maintenance, including changes to account ownership, address updates, and more complex servicing needs.
• Orders and issues checks for members as needed.
• Aids members with checkbook balancing, stop payments, and fee refunds (e.g., NSF fees, check order fees, safe deposit box fees).
• Compiles paperwork for services such as direct deposit, payrolls, allotments, and automatic transfers.
• Handles all transactions pertaining to IRA accounts with attention to compliance and documentation.

Supports Branch Sales and Relationship Growth Goals

• PARTNERS WITH TEAMMATES TO IDENTIFY MEMBER NEEDS AND DELIVER RELEVANT SOLUTIONS THAT DEEPEN ENGAGEMENT.
• Conducts needs-based conversations to uncover opportunities for loans, credit cards, insurance, or investment referrals.
• REFERS MEMBERS TO INTERNAL SPECIALISTS AND PARTNERS (E.G., LENDING OFFICERS, FINANCIAL ADVISORS) AS APPROPRIATE.
• Achieves MONTHLY SALES VOLUME GOALS BY CROSS-SELLING APPROPRIATE PRODUCTS AND SERVICES TO MEMBERS.
• Maintains KNOWLEDGE OF CURRENT PRODUCTS, PROMOTIONS, AND POLICIES TO CONFIDENTLY ADVISE MEMBERS.

Operational And Compliance Excellence

• Maintains high standards for operational accuracy, branch security, and risk mitigation.
• Balances and maintains assigned cash drawer and/or vault according to policy.
• Assists with daily branch operations including ATM balancing, night drop, and opening/closing procedures.
• Posts and balances payroll deposits from groups within the field of membership.
• Ensures timely completion of logs, reports, and documentation in accordance with internal controls.
• Adheres to all regulatory guidelines, including BSA, OFAC, and privacy standards.
• Participates in audits, compliance training, and continuous improvement initiatives.

Skills & Qualifications

• Education/Certification & Experience: High School diploma or equivalent Minimum one (1) year of financial institution, retail banking, or customer-facing sales and service experience.
• Experience opening accounts or performing comparable servicing duties.
• Skills/Abilities: Strong attention to detail with proven accuracy in handling transactions and documentation Excellent interpersonal, communication, and problem-solving skills Proficiency with digital tools and comfort navigating multiple systems Demonstrated desire to grow within the organization Bilingual ability a plus.
• Compliance with all governing regulations, especially the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws.