Job Title: Member Advisor I
Department: Retail Operations
FLSA: Non Exempt
Reports to: Branch Manager
Summary
As a Member Advisor I, you will establish, retain, and deepen member relationships by providing exceptional service through in-person interactions. This role combines member advisory, account servicing, and teller responsibilities to deliver a seamless member experience. You will maintain and service consumer, business, fiduciary, and IRA accounts; identify member needs and recommend appropriate products and services; perform routine financial transactions; and support branch operational functions. This position requires a strong commitment to accuracy, compliance, and service excellence while helping members achieve their financial goals.
Essential Job Responsibilities
- Maintain and service consumer, business, fiduciary, and IRA accounts with accuracy, compliance, and attention to detail.
- Guide members through account and service options by identifying needs and providing personalized recommendations.
- Develop and deepen member relationships through needs-based conversations, referrals, and member education opportunities for appropriate products and services.
- Research and resolve member issues related to account activity, digital banking, card services, and general inquiries, escalating when appropriate.
- Assist members with troubleshooting services and systems while ensuring efficient and timely resolution.
- Process member transactions including deposits, withdrawals, loan payments, transfers, cashier's checks, and other financial transactions within established authority limits.
- Maintain and balance an assigned cash drawer daily while adhering to cash limits, policies, and procedures.
- Perform Vault Teller responsibilities including balancing and maintaining the vault.
- Operate, maintain, and balance Teller Cash Recyclers (TCRs) in accordance with established procedures.
- Balance branch ATM in dual control and process ATM deposits.
- Participate in dual-control procedures and cash management functions to ensure security and accuracy.
- Complete operational functions including account processing requests, wire transfers, debit and credit card servicing, IRA transactions, mail and night drop processing, and related branch support activities.
- Complete check scanning, document imaging, and daily work processing according to established procedures.
- Maintain accurate records and documentation while ensuring compliance with regulatory and internal requirements.
- Stay informed on policy changes, regulatory requirements, operational updates, marketing campaigns, and product enhancements.
- Support branch and organizational goals through consistent service, operational excellence, and member engagement.
- Other duties as assigned.
Knowledge and Abilities
Position – Specific
- Proficiency in maintaining, and servicing consumer, business, fiduciary, and IRA accounts.
- Ability to perform teller transactions accurately, balance cash, and maintain vault and TCR operations.
- Working knowledge of credit union products, services, policies, procedures, and compliance requirements.
- Ability to independently troubleshoot and resolve member issues involving accounts, digital banking, card services, and transactional concerns.
- Strong understanding of privacy, security, fraud prevention, and documentation standards.
- Competence in performing operational support functions such as wires, account maintenance, document processing, and dual-control procedures.
- Ability to identify member needs and generate referrals and member education opportunities.
- Proficiency with core banking systems, account-opening platforms, Microsoft Office applications, and related technology.
Abilities for All Employees
- Demonstrated excellence in providing customer service to members and/or internal members, and fostering a positive working environment.
- Comfortable working in a fast paced environment, which may include frequent interruptions.
- Comfortable using Microsoft 365 tools (Outlook, Teams, Word, Excel, SharePoint) and AI assisted tools like Microsoft Copilot, with a willingness to learn new technology as it evolves. We’re a digital first, paperless workplace, and we use tools that help us work smarter, for example: using Teams for internal communication, keeping your Outlook calendar up to date, using Copilot to help draft and streamline routine work, and following simple meeting best practices (25/50 minute scheduling, cameras on when practical, and turning on transcription when helpful).
- Strong ability to multitask while maintaining attention to detail and follow through.
- Excellent communication skills including effective listening, speaking, problem solving, and tact in dealing with internal and external members.
- Ability to maintain privacy and confidentiality.
- Dependability in attendance, punctuality, and meeting deadlines.
- Must have the ability to work independently, and exercise good judgment, initiative, and tact in dealing with internal customers and external members.
- Must have the ability to work as a team player while using discretion in decision making and sound judgment in problem solving.
Education, Experience, & Certifications
- High school diploma or equivalent, with additional coursework or training in business, finance, communication, or related fields preferred.
- 3+ years of experience in a customer facing role that includes sales, advising, or consultative service, ideally within a financial institution or a privacy sensitive industry.
- 2+ years of direct experience opening and maintaining deposit accounts and supporting consumer lending in a credit union or banking environment.
- Demonstrated experience handling complex applications or data entry processes with accuracy, compliance, and a high level of discretion.
- Proven success in needs based sales, referral generation, and educating members about financial products and services.
- High proficiency with core banking systems (Symitar preferred), lending platforms, CRM software, and Microsoft Office, with the ability to learn new systems quickly.
- Notary Public commission required, or the ability to obtain within 60 days
Physical Requirements
- Occasional shift rotation may require earlier or later hours.
- Occasional travel to other branch locations.
- Repeated motions may include the wrists, hands, and/or fingers.
- Ability to use a keypad and keyboard and mouse for extended periods of time.
- Vision and hearing to normal range (or corrected).
- Adjusting, lifting, carrying, or pushing/pulling objects up to 25 pounds in all directions.
- Remaining in a stationary position, often standing or sitting for prolonged periods.
- Moving about to accomplish tasks or moving from one work site to another.
Requirements for All Employees
- Must be bondable
- Professional references, employment, credit and background checks required.
- Reliable transportation
- Ability to follow all Credit Union policies and procedures as well as all banking regulations and federal, state, and local laws.
NOTICE
This job description in no way states or implies that these are the only tasks to be performed by the person occupying this position. You are required to follow any other instructions and to perform any other job related duties.
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, you will possess the abilities and aptitudes to perform each task proficiently.
Ability means to possess and apply both knowledge and skill.
This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
This job description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on the Credit Union's needs, being in good standing, fully competent performance, and other nondiscriminatory issues.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees
