Member Experience Advisor II (Digital)

Verve, a Credit Union; Oshkosh (WI); On-site; USD 40,000 - 60,000; Full time

Job summary

Verve, a Credit Union, is seeking a Digital Member Experience Advisor II in Oshkosh, Wisconsin. This role involves providing exceptional service, processing transactions, and helping members with their financial needs through various channels.

The ideal candidate will have a high school diploma, at least one year of relevant experience, and strong interpersonal skills. The position emphasizes compliance with regulations and offers opportunities for professional growth within the credit union.

Qualifications

• Minimum one year of experience in financial services or retail banking.
• Demonstrated proficiency in Member Experience Advisor functions.

Responsibilities

• Provide exceptional service across in-person, phone, and digital channels.
• Process member transactions including deposits and withdrawals.
• Explain account features and regulatory requirements clearly.
• Take loan applications and identify financial opportunities for members.

Skills

Interpersonal skills

Attention to detail

Financial concept explanation

Computer skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

The Digital Member Experience Advisor II 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.

POSITION RESPONSIBILITIES

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.
• Serve as an escalation point for complex service needs and provide solutions promptly.
• Open and close specialty accounts such as Trust, Estate, and Health Savings Accounts (HSAs).
• Process IRA account openings, contributions, distributions, and rollovers in compliance with IRS and credit union regulations.

Growth

• Take loan applications for secured loans, 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.
• Proactively engage high-value and specialty account members to deepen relationships.

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.
• Support branch vault operations including balancing, dual control procedures, and adherence to security protocols.
• Ensure all account openings, specialty account maintenance, and IRA transactions are accurate, complete, and compliant.
• Mentor and coach Member Experience Advisors to expand their skills.
• 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.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Minimum one year of financial services, retail banking, or related experience.
• Demonstrated proficiency in Member Experience Advisor functions.

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 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.