Member Service Advisor - Bridgman

About the Role

The Member Service Advisor (MSA) reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. This position is responsible for consistently exceeding member expectations and meeting sales goals by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending recommendations based on established guidelines.

Responsibilities

• Sell and deliver Credit Union loan, deposit, investment, business, electronic, and convenience products and services.
• Gather information to complete loan applications, evaluate credit reports, offer solutions to members, and submit recommendations based on established lending guidelines.
• Act as the primary source of product information and service support for member and staff inquiries, timely problem resolution, and account maintenance.
• Maintain a high 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 to assist in adaptation to 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 results.
• NMLS registration required upon hire.

Qualifications

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

Skills

• Problem Solving
• Drive for Results
• Time Management
• Dealing with Ambiguity
• Demonstrates Courage
• 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.

Working Relationships

Daily, personal/written/phone contact with MSA staff, Credit Union managers, and Credit Union members.

Physical Demands

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

Working Conditions

Internal: Climate-controlled office environment with moderate noise levels. No known environmental hazards. Long hours may be required to accommodate deadlines or special meetings. External: Some travel may be required; environmental conditions not specified.