Member Experience Advisor

This position is the main point of contact for a select group of Partner's affluent members, as well as other selected members from the branch and geography they cover.  They are considered a key front-line leader for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with these Members by determining their financial needs and presenting and offering the best financial solution. The incumbent actively promotes and cross-sells Partners’ products and services during these transactions.

The Member Experience Advisor serves as a leader to all levels of Member Experience Professionals, answering questions and resolving more complex member requests, and assists the Branch Manager and Member Experience Manager as needed. The incumbent is professional, mature in nature, very organized and knowledgeable while displaying a welcoming and positive demeanor with members and co-workers, and maintaining professional and ethical service standards set by Partners. Affluent Member focus while keeping Partners’ leadership competencies and core values centric to how you conduct business.

The Member Experience Advisor needs to be versed in all Member Experience Professional positions to maintain capability to lead and inspect lower-level Branch positions.  Securities/FINRA licensing required.  While reporting directly to the Branch Manager, this role also collaborates closely with and is accountable to the VP of Retail Growth to support strategic initiatives and ensure alignment with retail growth objectives.

Essential Responsibilities:

Comprehensive Relationship Management

• Serve as the primary contact for affluent and select members, managing their complete banking and investment relationships using a proactive, consultative approach to retain, grow balances, and deepen relationships.

Advice-Based Banking

• Manage member relationships through an advice-based approach, ensuring members receive the best financial and investment products and services tailored to their needs, including multi-generational.

Proactive Financial Needs Assessment

• Identify changes in members’ life events and banking needs to recommend relevant financial solutions, helping members achieve financial success.

Product and Service Expertise

• Stay knowledgeable about current financial products, rates, and trends, including retirement products, CDs, money markets, and treasury ladders, to educate and guide members effectively.

Transactional Support

• Process a wide range of financial transactions, including deposits, withdrawals, payments, and check cashing, while ensuring all transactions meet quality control standards.

Mentorship and Leadership

• Mentor all levels of branch Member Experience Professionals passing on skills, knowledge, and information to enhance their performance and success.

Operational Support and Decision-Making

• Provide backup and support to the Member Experience Manager and Branch Manager in scheduling, overrides, interest rate exceptions, loan queue management, and sales coaching.
• Collaborate with the VP of Retail Growth to implement initiatives that drive retail success.

Cross-Selling and Financial Growth

• Promote the credit union’s objectives by cross-selling additional products and services, contributing to loan growth and increased assets at the branch.
• Provide regular updates to the VP of Retail Growth on performance metrics related to retail growth objectives.

Regulatory Compliance and Documentation

• Ensure all membership documents and loan documentation meet quality control standards and comply with policies, including CIP, OFAC, and Chexsystems.

Member Education and Technology Adoption

• Educate members on credit union technology and digital solutions, such as mobile and online services, to enhance convenience and financial literacy.

Knowledge & Skills

Education Level:

High School or GED (required)

Years of Relevant Work Experience:  

3 to 5 years (1 year minimum for Member Experience Professional)

Language Skills:

Spanish (preferred)

Haitian Creole (preferred)   

Certifications, Licenses, Registrations, etc.:

NMLS Certification – Required

CUNA – Required

FL/CA Notary – Required

Medallion Signature Guarantee Certification – Required

State Insurance License – Required

FINRA 6 – Required

FINRA 63 – Required

FINRA 7- Required

Other Training, Technical Skills or Knowledge:

Ability to use a personal computer and related software applications including Microsoft Outlook. – Required

Bachelor’s Degree – Preferred

Experience in Episys – Preferred

Experience using Springboard – Preferred

Experience using Verafin – Preferred

Abilities and Behaviors:

• 3+ years’ experience building and maintaining effective relationships with customers and Partners
• 3+ years of customer service experience
• 3+ years branch banking experience
• Excellent member service and conflict resolution skills
• Effective sales skills
• Strong problem-solving skills
• Clear and open communication skills
• Flexible; easily adapts to change
• Strong time-management, organizational skills & ability to multi-task
• Responsible; takes initiative and works independently
• Strong teamwork skills
• Excellent verbal, written and interpersonal skills
• Highly motivated, ability to successfully achieve objectives

Scope of the Job

Performance Standards:

• New Memberships: 5-8/Mo
• Member Satisfaction Evaluation
• Cash balancing standards
• Quality Reviews – Loan / Memberships
• Loan Originations: (12-17 funded applications/Mo, $300,000-$425,000/Mo)
• 8-12 Insurance Units/Mo, consisting of the following three:
• PLP Units/ 35% Penetration
• GAP/Units / 50% Penetration
• MBI Units / 10% Penetration
• 5-7 Qualified Referrals/Mo consisting of the following three:
• Wealth Management Referrals
• Auto Advisor / Autoland Referrals
• Home Mortgage Referrals
• Investment Product Sales: 2 new accounts/Mo

Discretion / Latitude:

This role requires a moderate level of supervision.  Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables. 

Interactions:

This role interacts with a combination of walk-in Members and outbound phone calls. There is a high level of interactions with all PFCU departments.

Business / Work Environment:

• Shift work including weekends and home visits consists of hours outside of an 8 - 5 schedule to cover the hours of operation.
• Able / flexible to work evenings and Saturday at the convenience of the member.
• Able / flexible to visit the member at their place of work or home

Challenges:

Sitting for a prolonged period of time and repetitive tasks.  May perform different work functions within a normal workday.

Training Requirements:

Basic Compliance Training Requirements

Basic NEO Training Requirements

Core System Training

Lending and New Account Platform Training

Cards Training (Springboard & Card Wizard)

PLP Training

Unity Training

Basic Underwriting Training focusing on quality loan application interviewing process & submission

Physical Demands & Environmental / Working Conditions:

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Verbal communication where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Ability to hear average or normal conversations and receive ordinary information. Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Disclaimer

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