Member Advisor

About the role

This position has initial contact with members needing customer service, transactional, deposit and loan assistance. They satisfy member’s financial needs by processing monetary transactions efficiently and accurately. This individual will provide excellent customer service and sell products and services to meet the members’ specific needs. They process all loan applications submitted via Internet, phone, mail or fax, insuring that the correct information is obtained for accuracy. Handle multiple tasks with organizational skills to assist manager and other financial center staff. This position will require face-to-face contact with the membership on a daily basis.

Responsibilities

• Initial contact with members needing customer service, transactional, deposit and loan assistance.
• Satisfy members’ financial needs by processing monetary transactions efficiently and accurately.
• Provide excellent customer service and sell products and services to meet members’ specific needs.
• Process all loan applications submitted via Internet, phone, mail or fax, ensuring correct information is obtained for accuracy.
• Handle multiple tasks with organizational skills to assist manager and other financial center staff.
• Require face-to-face contact with the membership on a daily basis.
• Work as a Trusted Advisor offering expert advice.
• Offer depth and breadth of knowledge for financial products and services.
• Listen to members’ needs and ask questions to understand member needs.
• Develop professional and personal trust among members and fellow colleagues.
• Act in a collaborative environment.
• Provide insight to member needs by offering appropriate financial solutions.
• Analyze and synthesize facts to best meet needs of the member.
• Demonstrate relationship building attributes such as empathy, integrity, awareness and keen observation, strong values, self-awareness, selfless independence, big picture thinking and framework.
• Conduct face-to-face interactions with members and prospects.
• Provide exceptional member service to all members.
• Have consultative conversations with members and recommend appropriate financial products and services.
• Profile members and record information in CRM.
• Input prospects and referrals; set follow‑up appointments.
• Discuss and sell AFCU products and services and operate in a sales‑oriented environment.
• Possess knowledge of Consumer Lending, Risk Based Lending and Credit Scoring and Credit Bureau interface for Miser and Velocity.
• Handle member complaints and problems, with the ability to defuse member anger.
• Offer assistance to all AFCU financial centers, the Call Center, Visa, Accounting, and Mortgage Departments, and Anytime Access/Digital Insight.
• Display a professional, courteous and helpful attitude to internal and external customers.
• Maintain confidentiality regarding members’ financial affairs and confidences.
• Be eligible to be bonded.
• Be able to work overtime as needed.

Requirements

• High school graduate or equivalent required.
• Cash handling experience preferred.
• Two or more years in a sales environment, preferably financial products and services.
• Two years financial institution experience preferred.
• Eligible to be registered as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System.

Skills

• Customer service excellence.
• Sales and consultative conversation abilities.
• Loan application processing (online, phone, mail, fax).
• Organizational and multitasking skills.
• Face‑to‑face communication and relationship building.
• Trust‑building and collaborative teamwork.
• Analytical thinking and fact synthesis.
• CRM proficiency for member profiling and follow‑up.
• Prospecting, referral input, and appointment setting.
• Product knowledge of AFCU offerings.
• Consumer lending, risk‑based lending, credit scoring, and bureau interfaces (Miser/Velocity).
• Complaint handling and anger defusal.
• Cross‑department support (Call Center, Visa, Accounting, Mortgage, Digital Insight).
• Professional, courteous, and helpful demeanor.
• Confidentiality maintenance.
• Bond eligibility.
• Overtime flexibility.