Financial Wellness Advisor (Member Service Representative)

Labor Credit Union; Hillcrest Heights (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Labor Credit Union is seeking a Financial Wellness Advisor to deliver exceptional financial service via phone, video, email, and chats. The role emphasizes helping members achieve financial wellness, with sales integration and product referrals to deepen member relationships.

The Advisor will communicate clearly, handle inquiries across multiple channels, and stay aligned with BSA and credit union policies while supporting branch-based operations. Bilingual English/Spanish is preferred.

Qualifications

• Experience in customer service and sales.
• Excellent communication and written skills.
• High school diploma or GED; some college preferred and relevant certifications desired (FiCEP/CCUFC).

Responsibilities

• Guide members to improve financial well-being via phone, video, or digital channels.
• Educate members about Labor CU products and grow member relationships.
• Handle inquiries across phone, video, email, or chat with effective resolution.
• Perform other duties as assigned.

Skills

Financial services sales

Communication skills

Bilingual

Customer service

Problem solving

Education

High school diploma or GED

Some college

Job description

Position Summary

The Financial Wellness Advisor position is an essential position within the Labor Credit Union (Labor CU), that enables the credit union to live up to our purpose of being the foundation of financial success for our members by successfully carrying out the duties and responsibilities outlined below. LCU aims to be Bold & Innovative, Convenient, Inclusive, exhibit a Culture of Leadership, and Financial Stability. This role delivers exceptional financial service by telephone and through electronic (text) or digital channels (emails and chats), while successfully recommending and referring Labor CU products & services to our members. The Financial Wellness Advisor must possess strong financial services and sales skills with a strong emphasis on solving problems with minimal supervision. Must also possess strong verbal and written communication skills and have a desire to help others.

Primary Duties & Responsibilities

• Demonstrate a high financial literacy acumen and passion for guiding members to improve the member’s financial well-being. Through interactions with members via phone, video, or digital communications, determine member needs and goals, and provide information and options for the member to realize financial stability and wellness.
• Inform and educate members about credit union products or services that meet the member’s needs, assists the member with expanding the account relationship through the opening or activation of products and services, and cultivating a deeper relationship between the credit union and the members.
• Adhering to all established service levels for handling member inquiries through phone, video, email, or chat, or other digital communication channels, resolving member inquiries to the member’s full satisfaction of the outcome. Serves as the main point of contact with member through resolution of issues, regardless of handoff or referrals to additional support departments for completion of requests. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
• Performs other duties as assigned.

Position Requirements

• Must have similar or related experience, particularly regarding customer service, sales, and a desire to help people.
• Excellent communication combined with customer service skills required.
• FiCEP (Financial Counseling Certification Program) / CCUFC designation is preferred.
• High school education or GED required; some college preferred.
• Ability to work accurately and quickly across multiple software and hardware platforms while carrying on discussions with members, set priorities and manage time effectively with minimal supervision.
• Bilingual (English/Spanish) preferred.
• Applicants must have excellent verbal and written communication skills, have ability to be bonded & insured, and be knowledgeable on the services that the LCU offers

Work Environment

This position is a branch-based role. Occasional travel to other branch locations may be required to support training and staffing needs.