Member Advisor Team Leader
Interra Credit Union
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Benefits offered by this job
Job summary
Interra Credit Union in Goshen, IN seeks a Member Advisor Team Leader to coach branch staff, support the Branch Manager with sales and service goals, and ensure daily operations run smoothly while maintaining a superior member experience.
You will lead a team of at least three full-time associates, foster development, manage account and loan requests, and uphold regulatory compliance. This role emphasizes relationship building, teamwork, and a culture of exceptional service.
Qualifications
- 5+ years customer service experience in banking, retail, or related field.
- Lending experience preferred.
- High school diploma or equivalent; valid driver's license; ability to become a notary public and obtain an NMLS#.
- Internal candidates must pass Member Advisor Exam (score 80%+) or External candidates must pass within 12 months of hire.
Responsibilities
- Coach branch staff and support Branch Manager with sales and service; oversee daily operations.
- Lead team of at least 3 full-time employees and promote development.
- Identify member needs for accounts and loans; process applications and resolve problems within authority.
- Maintain regulatory knowledge and ensure ethical behavior and operational integrity.
Skills
Education
Job description
As a Member Advisor Team Leader, you will be responsible for supporting the Branch Manager with sales and service coaching of the branch staff and coordinates the daily operational functions, as well as meeting individual production goals. Provide back-up to the Branch Manager as required and brings value by the open exchange of ideas and opinions around how to connect spend, save, borrow, and protect solutions to both current and prospective members. Partners with the Branch Manager to evaluate concerns of how to meet the needs of the branch while maintaining a membership mindset. Works as a member of the advisor team focusing on specialized accounts and loans and provides support for processing transactions as needed. Accountable for always demonstrating operational integrity for our internal and external members and ensures that actions and behaviors drive a positive member experience.
Lead minimum team size of at least 3 full time employees.
- 35% Create a positive memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate. Assist members with opening and closing accounts, answers questions regarding products and services offered by the credit union. Assist with problem resolution within scope of authority. Responsible for referring more complex problems to senior authority along with resolution recommendations.
- 30% Assist the branch manager in maintaining efficient branch operations to include facilitating opening and/or closing procedures and periodic audit needs as well as overseeing branch operations, staffing needs and production. Create a culture that attracts, retains, and grows a team that builds trust and brings value. Partner with branch manager to ensure staff receives proper development in finding connect, spend, save, borrow, and protect solutions to reach individual/team objectives.
- 25% Establish relationships with current and potential members to identify account and loan needs. Assist members with opening and closing accounts, answer questions about products and services and resolve problems that are within the given authority to resolve. Interview member applicants to develop information concerning their consumer, small business, home equity and second mortgage loan needs, earnings, and financial condition. Explain consumer loan programs and recommend options. Obtain all necessary documentation, processes and complete account and loan applications. Refer problems that are beyond authority to a supervisor, along with any recommendations.
- 10% Process consultant transactions and adhere to balancing guidelines. Responsible for training junior level staff and communicating with team members of any process changes. Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee. Other job duties as assigned.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
- If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.
5+ years customer service experience in banking, retail, or related field. Lending experience preferred.
A high school diploma or equivalent. Must have and maintain a valid driver's license. Must have the ability to become a notary public and obtain a NMLS#. Internal candidates must have successfully passed Member Advisor Exam (score of 80% or higher). Must have successfully passed Lending training. External candidates must successfully pass Member Advisor Exam (score of 80% or higher) within 12 months of hire.
- Ability to establish oneself as a people and sales and service leader in the branch.
- Strong organizational skills and ability to multi-task.
- Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
- Professional level of verbal and written communication skills are essential to the position.
- Capable of analyzing credit and financial information.
- The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
- Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
- Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
- Ability to provide world class member service while executing Interra’s vision, mission and delivery of Core Values.
Courtesy and tact are essential elements of the job.
Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
Communications generally require shorter and not in-depth discussions.
Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.
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.
Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.
Manage Complexity - Makes sense of complex information, processes, and activities to effectively solve problems. Defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.
Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process, progress, and results.
Teambuilding - Builds strength-based teams with a strong identity, morale, spirit, and purpose. Clearly defines team success and fosters the environment for shared goals to be achieved. Encourages accountability and ownership for individual work. Creates a sense of inclusion and belonging in the team.
Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal 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 instructions and follow oral instructions.
Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the 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.
Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
Interra is an equal opportunity and affirmative action employer committed to creating a diverse workforce.
Qualified applicants will receive consideration without regard to their race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran among other factors.
Interra Credit Union invites all qualified and interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact HR@interracu.com and one of our Human Resources Consultants will contact you within 48 hours.
We believe that a positive work environment is key to success. Staying engaged, informed, and keeping it fun, is how we achieve this.
Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
Attractive compensation package with performance-based incentives and bonuses.
Comprehensive health insurance, 401(k) matching, tuition reimbursement, company holidays, and generous PTO.
Being an active member in communities that we are a part of is important to us. We live here, work here and stay involved here!
Visit our Opportunities page for more information.
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