Company: Hoosier Hills Credit Union
Posted on: January 26, 2023
Job Type: Full-time
Salary Range: $18.78-$28.17
The Member Advisor (MA) ensures that HHCU members are consistently
satisfied in the service they receive and are being offered the
right products and services to meet their financial needs.
Responsible for establishing new member relationships and
strengthening existing ones. Through friendly consultation and
collaboration, the MA identifies and recommends HHCU products and
services in a way that creates a member experience that surpasses
expectations with every interaction. The MA is responsible for
advising, cross-selling, and completing transactions and general
account service needs, which range from transaction and account
maintenance requests, product and service inquiries, new account
applications, and loan applications.
Mission and Service - Is an integral part of the Hoosier Hills
Credit Union and Service Center team in living out our corporate
mission; "To be better for our members by making a positive
difference in their lives and the communities we serve."
Consistently delivers outstanding service to both internal and
external members that is in alignment with the Credit Union's
Always acts in the best interest of the member and the Credit
Maintains the highest level of professionalism when interacting
with members through friendly, informative, and helpful
communications, which are key to understanding and identifying
member needs, solving problems and in representing the Credit
Increases member satisfaction by taking ownership of each request
and being highly responsive to the needs of members and in finding
solutions that meet or exceed their expectations.
Builds rapport by establishing credible relationships with members
and prospective members through consistent high-quality
Utilizes other business units as needed to assist members.
Member and Business Focus - Continuously champions knowledge of and
experience with member interactions to be a trusted resource in
developing and expanding the membership with each opportunity for
Creates business value for the membership and aligns the
organization with success by constantly targeting and selecting
product and service solutions that are best for the member so that
their financial goals may be achieved.
Serves as a trusted resource to members and fellow team members by
possessing strong knowledge of HHCU products, services, and member
experience standards, and always acts in the best interest of the
Engages in problem resolution from start to finish by clarifying
the issue, determining the cause, and following up to ensure there
is a resolution.
Achieves expected sales and service results by taking personal
ownership of referral and cross-selling processes and aligning
personal goals with the goals of the organization.
Acumen and Technical Savvy - Possesses proficiency in account
maintenance, lending, banking systems, and process knowledge to
ensure records accuracy, policy compliance and member satisfaction
with every transaction.
Performs teller transactions, account maintenance, opening of new
accounts, and processing loans in a proficient and accurate manner
within security guidelines and with few errors.
Resolves problems or discrepancies concerning member accounts and
transitions between responsibilities effectively and efficiently to
meet the needs of the members.
Underwrites consumer loans according to established policies,
guidelines, and procedures to find solutions that fit member needs
while minimizing risk.
Advises and assists with budget counseling, consolidations, pay
methods, and other areas relating to member's financial needs.
Performs branch opening and closing procedures as assigned by
Completes annual Bank Secrecy/OFAC and any related training
annually as assigned by Training or Compliance Staff. Comply with
all applicable BSA/AML laws, rules, regulations, policies, and
business practices established by Credit Union management.
Teamwork and Collaboration - The consistent focus on team
involvement and in personal growth through sharing and
implementation of creative ideas that provide membership business
value and enhance a positive work environment.
Maintains supportive communication with supervisor and team
members, reports problems, developments, changes, and other
important information regarding responsibilities.
Makes plans happen through awareness, involvement, constant
communication, and continual learning.
Shares opportunities for improvement with appropriate managers.
Performs on-going self-evaluation.
Attends and supports branch events and other community outreach
efforts as needed and attends to operational needs and issues as
Strives to improve self and team to create strategies for future
focused positive results.
For company use only - PM19Knowledge Requirements
Excellent communications skills (both oral and written)
Professional appearance and demeanor, good interpersonal relations
skills, and positive and optimistic outlook
Strong knowledge of retail delivery products and other Credit Union
products and services
Strong and consistent sales and service performance
Requires judgment to apply broader aspects of established practices
to situations, which go beyond clear, concise guidelines
Ability to gather and analyze data
Ability to establish and maintain positive working relationship
with management, peers, employees, and vendors
Education and/or Experience
High school diploma, or equivalent
1-2 years' experience working in retail setting with daily customer
Experience preferred in cash handling and clerical office work
Loan trained and qualified with knowledge of the fundamentals of
lending, policies, and principles, preferred
Work Environment/Physical Demands
Normal accessibility of branch and corporate work sites required
for the position
Normal physical mobility and agility, which includes movement from
place to place on the job, and the ability to maneuver body while
Normal dexterity of hands and fingers
Normal coordination, including eye-hand, hand-foot
Works in typical administrative setting with climate control and
Work requires occasionally lifting and carrying up to 50 pounds,
taking frequency into consideration
Perform other duties as assigned. Please note this job description
is not designed to cover or contain a comprehensive listing of
activities, duties, or responsibilities that are required of the
employee for this job. Duties, responsibilities, and activities may
change at any time or without notice.PI200893326
Keywords: Hoosier Hills Credit Union, Bloomington , Member Advisor, Other , Mitchell, Indiana
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