Digital Member Service Advisor

Bellco; Colorado; On-site; USD 60,000 - 80,000; Full time

Job description

Bellco Corporate Offices, Greenwood Village, Colorado, United States of America

Job Description

Posted Friday, July 5, 2024 at 8:00 AM

Application deadline is 5 days after the date the role was posted.

Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.

LOCATION: Corporate/Branch DIVISION: Branch Sales & Service

FUNCTION DESCRIPTION:

A Virtual/Digital Member Service Advisor will be responsible for managing and onboarding online new accounts, which includes loans. This position analyzes credit bureau reports and member profiles to ensure familiarity with our member’s financial journey. They will interview members by telephone, chat, video, or email to identify financial needs and sales and service opportunities that cultivate a personal relationship and build value for our members. Initiates computer-based credit applications; analyzes credit scores, opens/closes/maintains accounts and makes routine business decisions; sells financial products and services to members; and answers member inquiries about Bellco products and financial services.

ORGANIZATIONAL RELATIONSHIPS:

Reports to: Retail Digital Manager

Contacts: Credit union members, other credit union departments, credit union officials and appropriate external financial service providers.

QUALIFICATIONS/REQUIREMENTS:

Education: High School Diploma or equivalent is required; degree in related field helpful.

Experience: 4 years of financial services experience to include sales, customer service, lending, and operations experience 1 year consistently meeting or exceeding set Member Sales Advisor sales and service goals.

Skills:

• Loan experience preferred
• Well organized
• A passion for delivering exceptional service to Bellco members
• Solid written and verbal communication skills
• Demonstrates strong analytical/problem solving and time-management skills
• The ability to troubleshoot problems effectively and in a timely basis
• Strong PC skills to include Microsoft Word, and Excel
• Basic understanding of online banking, including online security issues
• Proficient in consumer/business services products and procedures
• Ability to interact with others in a positive manner, both in person, by phone, by video, by chat, email, and other channels for communicating with members
• Strong communication skills, both oral and written
• Proven ability and willingness to identify needs and sell appropriate products by meeting or exceeding sales goals for all products
• Must be meeting or exceeding in ALL current review key accountabilities and core competencies

Equipment: On-line computer terminal keyboard and visual monitor, calculator, copy machine, fax machine, telephone, computer printer.

ESSENTIAL FUNCTIONS:

• Demonstrate Bellco’s ‘Members First’ philosophy in all interactions with members, prospective members and personnel in other Bellco departments.
• Provide a valuable and enjoyable experience to both internal customers and members during interactions. Consistently suggest ways to improve the member/customer experience through improved processes and technology.
• Deepen member relationships by cross-selling products and services.
• Communicate with members in a positive manner both by phone and virtual channels.
• Contribute to corporate and branch goals and support current business priorities.
• Understand and communicate key features and benefits of all Bellco products and services including the various types of loan and deposit products.
• Demonstrate remote access financial service devices including BellcoOnline, TellerPhone, Bill Pay, Shared Branching and other digital/virtual channels.
• Accurately enter, complete transactions, and review loan applications in Bellco systems.
• Access member accounts to accurately perform all branch financial service transactions.
• Open new accounts and identify financial product and service needs.
• Analyze credit bureau reports and/or member profiles to accurately identify member financial needs and sales opportunities.
• Understand and effectively implement all appropriate regulations.
• Take the initiative to identify problems and sales opportunities; know and follow legal and regulatory restrictions; understand the basis for procedures and deal appropriately with departures from standards.
• Understand and explain the most complex Bellco products; recognized as a leader, resource and key contact.
• Understand the sales process and can consistently demonstrate the ability to match products to meet member needs.
• Adhere to current underwriting guidelines and loan closing procedures; accurately complete loan closing documents; disburse loans as required.
• Access member accounts to accurately perform financial service transactions.
• May also be called upon to accurately perform additional duties.
• Additions or modifications to these requirements may be made as needed to maintain service levels to members.
• Regular and punctual attendance.

Management retains the discretion to add to or change the duties of the position at any time.

WORKING CONDITIONS:

May require changes in hours to meet business needs.

Bellco Credit Union provides a comprehensive benefits package to 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.

Bellco Corporate Offices, Greenwood Village, Colorado, United States of America