Member Service Advisor II Floater South & Slope

About the role

As a Member Service Advisor II, you will process a variety of financial transactions and member services in the lobby and drive-up in a timely, accurate, and professional manner while providing exceptional member service. This role maintains thorough knowledge of all Credit Union products and services, evaluates sales opportunities, makes recommendations, and refers members to the appropriate sales staff. The MSA II establishes new accounts for potential and existing members.

Reports to: Host Branch Manager

Responsibilities

• Demonstrate Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Communicate with members in a positive manner, through exceptional service in person and by telephone.
• Understand and communicate key features and benefits of all Bellco products and services to members; deepen member relationships by matching products to meet members' needs and referring members to the appropriate team member/partner.
• Understand and comply with all appropriate federal and state regulations, branch operations procedures, and branch audit standards.
• Contribute to corporate and branch goals and support current business priorities.
• Access and navigate devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network, and various web-based systems used in daily operations.
• Demonstrate for members how to access and utilize TELLERphone and Bellco online banking.
• Open and maintain personal accounts for potential and existing members following established account opening procedures.
• Complete IRA, HSA, and Coverdell account openings, maintenance, and transactions.
• Precisely and confidently process international and domestic wire transfers for members following established guidelines and within prescribed wire limits.
• Accurately submit unsecured lending applications, adhere to established underwriting guidelines, and analyze credit bureau reports to identify member financial needs and sales opportunities.
• Conduct unsecured loan closings and disburse loans according to established procedures.
• Routinely handle digital (phone and virtual) appointments, including allocating digital appointments to employees to ensure appointments start on time.
• Access member accounts to accurately perform non-lending service transactions and conduct account maintenance.
• Perform other related duties as assigned by management.

Requirements

• High School diploma or equivalent.
• Six months of teller experience or equivalent cash handling and/or customer service experience.
• Strong oral and written communication skills.
• Ability to accurately and efficiently enter data and update member financial records.
• Ability and willingness to identify needs and sell appropriate products and services.
• Ability to obtain and perform Notary services.
• Bilingual (Spanish) strongly preferred.

Core Responsibilities

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adhere to safe working practices and always follow all organizational safety policies and procedures.
• Demonstrate compliance with all state, federal, and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values

• Be Ethical and Demonstrate Integrity: Treat others with respect, dignity, and “tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.
• Be Accountable: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.
• Embrace Change: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible.
• Appreciate the Member: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.
• Achieve Success Together: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach, and grow to master our roles. Celebrate our success.

Act Nice Behaviors

• Accept mutual accountability when things go wrong.
• Acknowledge others’ efforts and thank them.
• Avoid jumping to conclusions.
• Be honest, direct, and civil with no hidden agendas.
• Communicate with others face to face whenever possible.
• Empathize with others by putting yourself in their shoes.
• Establish and build relationships into trusted partnerships.
• Forget the past and avoid holding grudges.
• Hear individuals out by actively listening to them.
• Protect and build up each other’s self-esteem.
• Recognize and reinforce others’ positive actions.
• Respect each other’s priorities and personal space.

Work Environment

Office environment. Continuous hours of standing. Varied hours and travel to other locations may be necessary.

Benefits

Bellco Credit Union provides a comprehensive benefits package to all regular, full-time, and part-time employees, including:

• Medical, Dental, Vision
• 401(k) with company match
• Supplemental Life Insurance
• Paid Vacation, Paid Sick Days, and Paid Holidays

In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:

• Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.
• Exempt branch roles may earn quarterly bonuses for production and team goals.
• Exempt non-branch management roles may be eligible for an annual managerial bonus.
• Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.