Member Experience Advisor I

VERVE A CREDIT UNION; La Crosse (WI); On-site; USD 32,000 - 52,000; Full time

Job summary

VERVE A CREDIT UNION is seeking a Member Experience Advisor I at our La Crosse, WI location. This role delivers in-person, phone, and digital service, processing transactions, opening consumer accounts, and taking applications for credit products.

The position emphasizes concise explanations of features and regulatory terms, adherence to policies, and proactive relationship growth to support Verve’s objectives. Strong customer service and basic banking knowledge are preferred.

Qualifications

• High school diploma or equivalent required.
• Minimum six (6) months of customer service, retail banking, or cash handling experience.
• Basic knowledge of financial products, services, and regulations preferred.

Responsibilities

• Greet members promptly and professionally, creating a welcoming environment.
• Process member transactions including deposits, withdrawals, loan payments, cash advances, check cashing, and official checks.
• Verify endorsements, signatures, and proper identification; maintain confidentiality.
• Open and close standard consumer deposit accounts and manage beneficiaries as requested.
• Explain account features and regulatory terms in clear, member-friendly language.

Skills

Customer service

Cash handling

Interpersonal skills

Microsoft Office

Core banking systems

Education

High school diploma

Tools

Banking software

Job description

Job DetailsJob Location: La Crosse WI South Ave Branch - La Crosse, WI 54601Position Type: Full TimePOSITION SUMMARY

The Member Experience Advisor I serves as a member ambassador, providing exceptional service and personalized solutions across in-person, phone, and digital channels. This role delivers accurate and efficient transaction processing, opens and services consumer deposit accounts, and takes applications for credit cards and unsecured loans and lines of credit. The Member Experience Advisor explains account features and regulatory requirements in clear, member-friendly terms while ensuring compliance with all applicable policies, procedures, and regulations. In addition to providing financial solutions, this role actively identifies opportunities to deepen relationships and support Verve’s growth objectives.

Member Experience

• Greet members promptly and professionally, creating a welcoming environment.
• Process member transactions including deposits, withdrawals, loan payments, cash advances, check cashing, and official checks.
• Verify endorsements, signatures, and proper identification; always maintain confidentiality.
• Open and close all standard consumer deposit accounts, adding, changing, or removing beneficiaries and Payable on Death designations as requested.
• Clearly explain consumer account summaries, product features, and regulatory terms in language members understand.
• Handle “Red Flag” identity theft prevention procedures accurately.
• Assist members with digital banking tools and problem resolution.

Growth

• Take applications for credit cards, unsecured loans, and unsecured lines of credit.
• Identify opportunities to help members thrive financially with a focus on managing money, saving for the future, optimizing payments, and borrowing responsibly.
• Maintain current knowledge of Verve products, services, promotions, and competitor offerings to effectively position solutions.
• Participate in branch and community outreach activities to promote Verve’s brand and attract new members.

Operational & Compliance Excellence

• Balance and maintain cash drawer and recycling supply daily, process ATM, night deposit, and mail transactions.
• Complete product code changes accurately and in a timely manner.
• Follow all operational policies, procedures, and security protocols.
• Ensure compliance with all applicable laws and regulations, including BSA/AML, OFAC, and USA PATRIOT Act requirements.
• Complete required annual compliance training and apply standards consistently.

Qualifications

• High school diploma or equivalent required.
• Minimum six (6) months of customer service, retail banking, or cash handling experience.
• Basic knowledge of financial products, services, and regulations preferred.

KEY COMPETENCIES

• Strong interpersonal skills with a friendly, professional demeanor.
• Excellent attention to detail and accuracy in transactions.
• Ability to explain financial concepts clearly to members.
• Proficient computer skills including Microsoft Office; ability to learn core banking systems.
• Reliable and consistent in attendance and performance.
• Ability to work Saturdays as scheduled.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.

Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.