Member Solutions Associate

Adventure Credit Union; Grand Rapids (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Adventure Credit Union in Grand Rapids, MI is seeking a full-time Member Solutions Associate to deliver exceptional member service and be the primary resource for members' financial needs. Responsibilities include processing transactions, opening accounts, managing loans, educating members on products, and cross-selling while ensuring compliance with BSA, OFAC, Reg E and other regulations.

The role emphasizes accurate communication, team collaboration within the Adventure Team, and a commitment

Qualifications

• High School Diploma or equivalent.
• Minimum of one year experience in the financial industry.
• Customer service experience.
• Strong sales skills.
• Excellent listening, oral and written communication skills.

Responsibilities

• Create a flawless member experience with your direct teams and prioritize the member.
• Manage member relationships and communication professionally.
• Identify member needs through conversations.
• Adhere to federal laws and regulations including BSA, OFAC, US Patriot Act, Reg. E, Reg. CC, etc.
• Perform transactions and understand basic teller terminology and regulations.

Skills

Customer service

Sales skills

Communication skills

Active listening

Education

High School Diploma or equivalent

Job description

Adventure Credit Union has been providing financial services to their members for over 90 years and are continuing to grow to meet their members changing needs. As one of the Best & Brightest Companies To Work For In The Nation, we strive to recruit and retain ambitious and talented individuals by continuous development, support, and appreciation. We currently are looking to add a full time Member Solutions Associate to our Adventure Team! The purpose of the Member Solutions Associate position is to provide exceptional member service and be the primary contact and resource for member's financial needs.

Responsibilities

• Works to create a flawless member experience with members of your direct teams, putting the member first and foremost with everything that is done.
• Manages member relationships and communication professionally.
• Identify member needs through conversations.
• Individually adhere to federal laws and regulations set forth by the NCUA and other regulatory agencies including but not limited to: Bank Secrecy Act, OFAC, US Patriot Act, Reg. E, Reg. CC., etc.
• Accurately perform transactions and understand basic teller transactions, terminology and regulations.
• Assist with balancing the branch and overseeing the balancing of the ATM, Interactive Teller Machines (ITM), Teller Cash Recycler and vault each day.
• Perform all member service duties including but not limited to: verifying identity, placing new check orders, and ordering copies of canceled checks.
• Opening and educating members about various accounts and certificates.
• Reprinting and reconciling statements, approving checking accounts, approving and ordering/printing ATM/Debit Cards, and approving Personal Line of Credit and VISA Credit Cards according to policy.
• Perform all loan duties including but not limited to: accepting loan applications, conducting loan interviews, processing and reviewing applications and closing loans in accordance with established policies, procedures, authority and regulations.
• Analyzing and decisioning loan requests as authorized and submitting those exceeding established approval limits to the appropriate level.
• Accurately input/prepare all loan documentation prior to closing.
• Discuss loan approvals, denials, counter-offers and alternatives with members in a positive manner.
• Consistently and effectively cross-sell all products and/or services, answer member inquiries and educate members.
• Ensure that cross-sell opportunities are maximized and sales goals are continuously achieved by matching member needs to product benefits.
• Track and tabulate monthly cross-sell results.
• Troubleshoot, research and respond to member inquiries/complaints within authority.
• Communicate with members regarding account transactions (overdrafts, account closings, charges, fees etc.) in person and via phone, email and mail etc.
• Process address changes, report and re-order lost/stolen cards, place stop payments on accounts and run credit reports.
• Educate members on our all products.
• Provide Notary Services.
• Answer questions from members and employees regarding different types of IRA /HSA/ESA accounts, opening processes, limits, conditions, withdrawals and associated penalties.
• Attend applicable training seminars.
• Maintain and disclose a NMLS registry ID number in accordance with the SAFE Act.

Requirements

• A High School Diploma or equivalent.
• A minimum of one (1) year experience in the financial industry.
• Customer Service experience.
• Strong sales skills.
• Excellent listening, oral and written communication skills.