Member Service Advisor II - Westminster

Bellco; Westminster (CO); On-site; USD 45,000 - 65,000; Full time

Job summary

Bellco Federal Credit Union is seeking a Member Service Advisor II to process a variety of financial transactions in the lobby and drive-up while delivering exceptional member service. You will maintain knowledge of Bellco products and services, identify sales opportunities, and refer members to the appropriate staff.

The role includes establishing new accounts for potential and existing members. Office environment with standing, varied hours, and potential travel to other locations.

Qualifications

• Strong communication and written communication skills.
• Ability to accurately enter data and update member records.
• Willingness to identify needs and sell appropriate products and services.
• Notary services capability desired.

Responsibilities

• Be available to work as scheduled and report on time.
• Provide exceptional member service in person and by phone.
• Open and maintain personal accounts for members.
• Process IRA, HSA, and Coverdell accounts.
• Perform wire transfers within guidelines.
• Assist with unsecured lending applications and loan closings.

Skills

Strong communication skills

Data entry accuracy

Notary services

Bilingual Spanish

Education

High School diploma or equivalent

Job description

Function Description

The Member Service Advisor II processes a variety of financial transactions and member services in the lobby and drive-up in a timely, accurate and professional manner while providing exceptional member service. This role maintains thorough knowledge of all Credit Union products and services. They consistently evaluate sales opportunities, make recommendations or offers products and refer members to the appropriate sales staff. The MSA II establishes new accounts for potential and existing members.

Reports to: Assistant Branch Manager or Branch Manager (depending on location)

Supervisory or Managerial Responsibility: None

Contacts: Credit Union members and their employers, Credit Union officials, Credit Union branches/departments, vendors and appropriate external financial service providers.

Minimum Qualifications

Education

High School diploma or equivalent

Work Experience

Six months teller experience or equivalent cash handling, and/or customer service

Special Training, Certification or Licensure

N/A

Work Environment and Conditions

Office environment. Continuous hours of standing. Varied hours and travel to other locations may be necessary.

Essential Responsibilities

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Communicates with members in a positive manner, through exceptional service in person and by telephone.
• Understands and communicates key features and benefits of all Bellco products and services to members and deepens member relationships by matching products to meet members needs and referring members to the appropriate team member/partner.
• Understands and complies with all appropriate federal and state regulations, branch operations procedures and branch audit standards.
• Contributes to corporate and branch goals and supports current business priorities.
• Accesses and navigates devices and systems including TELLERphone, Bellco online banking, core system (DNA), the shared branching network and various web-based systems used in daily operations.
• Demonstrates for members how to access and utilize TELLERphone and Bellco online banking.
• Opens and maintains personal accounts for potential and existing members following the established account opening procedures.
• Completes IRA, HSA and Coverdell account openings, maintenance and transactions.
• Precisely and confidently processes international and domestic wire transfers for members following established guidelines and within the prescribed wire limits.
• Accurately submits unsecured lending applications, adheres to established underwriting guidelines and analyzes credit bureau reports to identify member financial needs and sales opportunities.
• Conducts unsecured loan closings and disburses loans according to established procedures.
• Routinely handles digital (phone and virtual) appointments, including the allocation of digital appointments to employees to ensure appointments start on time.
• Accesses member accounts to accurately perform non-lending service transactions and conducts account maintenance.
• Performs other related duties as assigned by management.

Skills

Demonstrates strong oral and written communication skills. Ability to accurately and efficiently enter data and update member financial records. Ability and willingness to identify needs and sell appropriate products and services. Ability to obtain and perform Notary services.

Bilingual (Spanish) strongly preferred.

Core Responsibilities

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adhere to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrate compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and tough love. It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors

• Accept mutual accountability when things go wrong
• Acknowledge others’ efforts and thank them
• Avoid jumping to conclusions
• Be honest, direct, and civil with no hidden agendas
• Communicate with others face to face whenever possible
• Empathize with others by putting yourself in their shoes
• Establish and build relationships into trusted partnerships
• Forget the past and avoid holding grudges
• Hear individuals out by actively listening to them
• Protect and build up each other’s self-esteem
• Recognize and reinforce others’ positive actions
• Respect each other’s priorities and personal space