Job Details
Job Location
Vancouver Mall - Vancouver, WA
Remote Type
Hybrid
Position Type
Full Time
Salary Range
$23.00 - $31.05 Hourly
Job Category
Banking
Description
Be part of something uniQue
iQ Credit Union is a great place to work and grow and we're looking for people like you to join our exceptional team. At iQ, you'll find a healthy work-life balance, great benefits, an unwavering commitment to our members and the communities we serve, and a positive environment that empowers you to grow personally and professionally. We love where we work and we know you will, too!
PURPOSE:
The Member Advisor III - Remote Delivery is responsible for opening new accounts and processing loans in a timely and professional manner. Engage with Credit Union members and proactively identify ways to optimize their credit union experience and cross-sell the credit union products and services. Utilizes excellent written and verbal communication skills to effectively educate Credit Union members. Supports the goals and objectives of the Remote Delivery team.
Essential Duties:
Assist members with account and loan inquiries across all interaction channels including voice, email, chat and SMS queues.
Maintain an excellent knowledge of the features and benefits of Credit Union services and actively cross-sell to meet member needs and increase usage of products and services.
Serve as a dedicated point of contact for new members, proactively contacting, engaging with and fostering long-term loyalty and satisfaction as part of the Member Onboarding strategy. Utilize advanced relationship -building techniques to personalize interactions and anticipate members needs to build and maintain long lasting relationships.
Utilize the Credit Union's Member Management system to build and maintain a personal Book of Business (BOB) with minimal oversight.
Maintain a thorough knowledge of Credit Union products and services, including eligibility for members, types of accounts available (savings, checking, loans and other financial services); all current rates; calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
Assist members with any questions or problems with their account including any research and, if necessary, correction of any errors. Ask questions and seek understanding to ensure the best solution is consistently provided to each member.
Participate in Remote Delivery department meetings and activities to achieve specific detailed and measurable goals. Consistently achieve goals; share best practices with team members.
Promote an environment of respect and cohesive teamwork to ensure member loyalty and employee engagement.
Maintain production metrics for Member Advisor Levels.
Successfully complete the Financial Counseling Certification Program (FiCEP) and pass the final examination to earn the Certified Credit Union Financial Counselor (CCUFC) designation through CUNA. Utilize acquired knowledge to deliver comprehensive financial counseling services to members, fostering financial wellness for both iQ members and the wider community as needed.
Prioritize workload to give prompt attention to member requests and ensure appropriate documentation related to loans and member accounts is completed and submitted accurately and timely.
Process members' loan needs and backs up incoming interactions in all queues (chat, SMS, voice, email)
Follow up with all referral opportunities via phone and written communication.
Initiate quality assurance and sales calls daily to strengthen member relationships and promote the use of Credit Union services.
Promptly and efficiently handle inquiries or requests from members over the phone and through various written channels.
Demonstrate strong regulatory knowledge appli
