Job description

A Member Experience Advisor (MEA) is highly motivated, outgoing, ambitious, and a team player passionate about helping members improve their financial well-being. A MEA is a member-facing employee who educates, coaches, and supports members while meeting all sales, services, and operational expectations. As the credit union's face, this vital role is responsible for consistently delivering high-caliber service to members and employees.
A MEA will spend the day interacting with members face-to-face and over the phone at various branches through a blend of routine and complex transactions, delivering high impact member experiences and demonstrating the credit union's Purpose, and Values. A MEA has proactive member conversations to educate on products and services, new membership accounts, and consumer loans.
Essential Functions & Responsibilities:
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• Proactively engage and educate current and prospective members. Resolve issues, develop and maintain member loyalty, and solicit member feedback to improve credit union performance.
• Interact, listen, and engage members to establish, expand, and retain consumer and business member relationships. Supports credit union initiatives and enhance the member's overall reputation.
• Develop member financial solutions, and apply need-based sales techniques, achieve performance goals.
• Partner with team and credit union leadership to identify and resolve the root-cause of problems, form creative solutions, and expand credit union opportunities.
• Partner with team and credit union leadership to identify and resolve the root-cause of problems, form creative solutions, and expand credit union opportunities.
• Deliver strong sales performance while practicing ethical sales behaviors following credit union core values of Integrity and Honesty; always act in the member's best interest when offering additional products and services.
• Strictly adhere to all regulatory requirements, maintain accuracy, and apply organizational policies and procedures in all activities.
• Performs other job-related duties as assigned.

Experience

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Two+ years in progressive retail consumer-facing field (preferred).

• Successful completion of the Member Experience Advisor initial training program expected within 180 days.

Skills and Competencies

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Demonstrate a deep commitment to providing quality member experiences.

• Maintain a positive, highly motivated, outgoing, and ambitious, can-do attitude.
• Strong drive for individual and team results, and meet or exceed performance expectations.
• Ability to develop and maintain collaborative internal and external relationships.
• Able to plan, schedule, prioritize, and multi-task to achieve strategic goals within or ahead of established time frames.
• Able to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations.
• Flexible and supportive, reacting swiftly to change and adjusting priorities.
• Maintain knowledge of current banking policies/procedures and products/services.
• Computer and digital/mobile technology proficiency.

Education

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A high school education or GED, college degree preferred.

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Physical Requirements

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Excellent detail orientation, time management, and follow-up skills required for working in a fast-paced environment.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Job Type: Full-time

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