Member Solutions Advisor

St. Mary's Credit Union is currently hiring a full-time Member Solution Advisor This is a full-time position based at our main office in Marlborough, MA.

If you are looking to join a great place to work that is growing, progressive, offers development opportunities, has an awesome team, and outstanding benefits, we want to hear from you!

Summary:

Under the direction of the Member Solutions Center Manager, the Member Solutions Advisor serves as a liaison between the Credit Union and its current and potential members. This role provides account-related services in a fast-paced Contact Center environment, performing a variety of member service duties via phone and email to ensure the ongoing effectiveness of member service in conformance with established Credit Union policies and procedures. The Advisor is responsible for effectively solving member inquiries, and issues, keeping member satisfaction at the core of every decision and behavior. They build positive relationships with Credit Union members to understand needs and recommend appropriate products and services.

Essential Job Functions

Accepts ownership for effectively solving member inquiries, and issues, keeping member satisfaction at the core of every decision and behavior. Responsible for building positive relationships with Credit Union members to understand member needs and recommend appropriate products and services to fulfill those needs. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to the members served by the Credit Union.

• Manages a high volume of inbound and outbound calls navigating multiple computer applications while interacting with members in a timely manner.

• Identifies members' needs, clarifies information, researches issues and provides solutions and/or alternatives while projecting enthusiasm, courteousness, and confidence.

• Contributes to a positive work environment and SMCU image by maintaining courteous, respectful and effective interaction, teamwork and communication with employees and members to enhance positive behaviors and employee satisfaction

• Provides comprehensive account information to Consumer or Business members including balances, transactional details, fees, payoffs, product specifics, and interest rates, to respond to questions and resolve problems.

• Fulfills member requests for account maintenance activities on deposit and installment loans/lines including funds transfers, processing loan payments, placing stop payments and account restrictions, performing ATM/Debit Card file maintenance and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner.

• Diagnoses and solves digital banking issues for internal and external members including online banking, mobile banking, mobile deposit, online bill pay and mobile wallet.Performs loan interviews and processes consumer loan and credit card applications

• Research member complaints or problems related to their accounts or services and resolve them in a timely and accurate manner or escalate to management as appropriate to meet member needs.

• Maintains effective knowledge of all SMCU products and services in order to seize opportunities to upsell products/services when they arise to meet member needs and expand their overall relationship with SMCU.

• Meets or exceed individual and team qualitative and quantitative goals.

• Attends/completes ongoing training to improve knowledge and performance level

• Understands and adhere to SMCUs risk and regulatory standards, policies and controls. Identifies risk-related issues needing escalation to management.

• Ensures the security and confidentiality of all account and related information and ensures that completed work is in compliance with all applicable laws and regulations.Other Duties

  • Attends staff, departmental, and other required meetings and trainings.

  • Travels to conferences, or other professional development and networking events.

  • Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.

  • Works a rotating Saturday schedule.

  • Other duties as assigned.
    Qualifications, Experience, and Education

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the non-essential functions. Strong verbal communication skills, impeccable attention to detail, strong organizational skills and the ability to handle confidential and sensitive information are required. Must show ability to perform detailed functions quickly and accurately with customer focus and adaptability to different personality types with high energy; proven ability to effectively multi-task in a fast-paced environment.

  • High School diploma or equivalent plus specialized coursework in retail services.

  • One year of previous loan, banking, or financial services experience in a customer support role is required.

  • Bilingual and fluent in English and Spanish or Portuguese (written and verbal) is a plus
    Computer and Equipment Skills

  • Foundational computer skills, including Microsoft Office Suite and the Internet. Ability to navigate at a basic level within web-based applications.

  • Use of Outlook email and calendaring.

  • Ability to utilize various types of office equipment, including computer terminal and navigating multiple computer applications.

  Competencies

  The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Work Environment

  Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise.

  Physical Demands

  While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch or lift up to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Note: Applicants must be currently authorized to work in the United States. This position does not include employer immigration sponsorship.