Credit Union Advisor II

Position Summary - Credit Union Advisor II

Responsible for building long-term relationships with Members in-person, video conferencing, and by phone. Consistently exhibits and communicates an exemplary first impression as the primary point of contact. Works to understand Members financial needs and address each need by making appropriate product and service recommendations. Professionally exercises extraordinary service and value by providing the highest level of member service when assisting and meeting the needs of all Members in order to leave a positive impact with each encounter. Supports TTCU’s Mission, Vision, and Core Values. All interactions and all service standards should align with these core beliefs. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act

Supervises: None

Essential Job Functions and Responsibilities

30% Assist Members and non-members (Members) in-person, by phone or video conferencing with loan applications including gathering information, auditing for completeness, and keeping an open line of communication related to status of loan concerns that may arise.

30% Open new accounts in-person, by phone, or video conferencing, including all deposit-related products. Ensure all required information is obtained and is complete, accurate and complies with the TTCU policies, procedures, and auditing guidelines.

20% Contribute to the achievement of production and service goals by building trusting relationships with Members and fellow employees, staying informed on current products, services, and promotions, and by utilizing KeyInsight to help determine Member needs and refer appropriate services.

20% Build caring, engaging relationships by earning the trust of TTCU members. Provide accurate, thorough answers to questions via phone, video conferencing, call queues and/or in-person, utilizing various resources including handouts, peers, and supervisors. Provide technical support and guidance by utilizing technological advancements and demonstrating how it can contribute to their overall financial well-being.

Minimum Qualifications

Educational Requirements

High School Diploma or GED required

Associate degree in business, finance, or other related discipline preferred

Certificates/Licenses

Must have and maintain a valid driver’s license.

Must have a clean driving record; an annual MVR may be pulled to ensure compliance.

Ability to become a notary public.

Must successfully complete TTCU’s Teller Training Program within 60 days of hire.

Must successfully complete TTCU’s Credit Union Advisor Training Program within 90 days of hire.

Must successfully complete CUNA’s Certified Financial Counselor Certification (FiCEP) within 12 months of hire.

Must pass Branch Operations Credit Union Advisor III Exam (80% or higher) within 18 months of hire.

Experience

Customer service experience in banking, retail, or another related field: 2 Years, Basic

Bilingual Skills in Spanish or other language preferred.

Position Competencies

17% - Collaborates: Is an effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communities in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

17% - Effective Communication: Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

17% - Functional Expertise: Possesses a sufficient level of technical and professional skill or knowledge in position related areas: keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

17% - Member Focus: Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and outcome.

16% -Decision Making: Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

16% - Manage Complexity: Gathers and analyzes diverse sources of data; separates what is relevant from what is not; determines root causes; defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

Additional Requirements

Job Knowledge

· Intermediate knowledge in the use of PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Word, Excel, PowerPoint, SharePoint, Teams, and Outlook)

· Ability to learn proprietary computer software such as Keystone, OnBase, KeyInsight, Concur and Genesys.

· Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross sell opportunities to new and existing members.

· Ability to complete multiple and varying member requests in a timely fashion.

· Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships, utilizing an array of reports and by building rapport with members.

· Follow policies and procedures; support organizations goals and values; and demonstrated dependability through reliable attendance and adherence to timeliness and schedules.

Interpersonal Skills

· Advanced written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution and offer educational information regarding products and services.

· Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone or video and through other communication modalities using active listening skills, developing rapport, and responding with empathy.

· Strong attention to detail and the ability to maintain confidentiality of all Member and non-member information and data. This includes membership of employees, family, friends, and acquaintances.

· Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate controlled shared work area with a moderate level of noise.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.