Member Service Advisor - Branch Float - Battle Creek

About the Role

The Member Service Advisor (MSA) reinforces and builds member relationships by efficiently responding to service requests and soliciting new loan and deposit product purchases. This role focuses on exceeding member expectations and meeting sales goals by matching Credit Union products and services with members' needs, while making appropriate lending recommendations based on established guidelines.

Responsibilities

• Sell and deliver Credit Union loan, deposit, investment, business, electronic, and convenience products and services, including gathering information for loan applications, evaluating credit reports, offering solutions, and submitting recommendations based on lending guidelines.
• Act as the primary source of product information and service support for member and staff inquiries, ensuring timely problem resolution and account maintenance.
• Maintain a high level of knowledge of all Credit Union products and services.
• Provide accurate, complete, and consistent documentation in a timely manner.
• Participate in and contribute to training and team development for new processes and systems.
• Perform teller functions as needed.

Requirements

• High school diploma or equivalent; some college preferred.
• Minimum of two years' experience in a related sales field, with proven sales or referral results.
• NMLS registration required upon hire.
• Valid Driver’s License.

Skills

• Honesty and integrity.
• Excellent communication and business writing skills.
• Computer literacy and keyboarding skills.
• Thorough knowledge of lending principles and Credit Union products, services, and banking regulations.
• Strong analysis, resolution, and problem-solving skills.
• Self-motivated with demonstrated sales and phone solicitation skills.
• Ability to engage members in conversations to increase product penetration.

Competencies

• Problem Solving
• Drive for Results
• Time Management
• Dealing with Ambiguity
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen

Mental Requirements

• Ability to identify member and staff needs.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem-solving abilities.
• Ability to concentrate in a multi-task environment.
• Ability to maintain a positive attitude when resolving member/staff issues.

Tools and Equipment Used

• General office equipment (e.g., computers, telephones).
• Cash dispense machine and drive-thru equipment.
• All available computer software and hardware.

Working Relationships

• Daily contact (personal, written, or phone) with MSA staff, Credit Union managers, and members.

Physical Demands

• Work involves standing and walking for brief periods, but most work is done seated.
• Potential for eyestrain from reading computer screens.
• Must be able to talk and keyboard simultaneously.
• Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

• Work is normally performed in a climate-controlled office environment with moderate noise levels from office equipment.
• Exposure to extreme heat/cold, poor ventilation, fumes, and gases is limited.
• No known environmental hazards in normal performance of duties.
• Length of day may be unpredictable; long hours may be required for deadlines or special meetings.
• Occasional travel to branches in the market may be required.