Member Service Advisor - Service Queue

　　Job Details

　　Level

　　Entry

　　Job Location

　　Team United HQ - St. Joseph, MI

　　Position Type

　　Full Time

　　Education Level

　　High School

　　Travel Percentage

　　Negligible

　　Job Shift

　　Day

　　Job Category

　　Sales

　　Description

　　United Federal Credit Union has served its Members since 1949 by helping them to build a sound financial future. United is based in St. Joseph, MI, with additional branches in Arkansas, Indiana, Michigan, Nevada, North Carolina, and Ohio.  United, as a not-for-profit company, takes its commitment to both Members and the community to heart by improving lives and bettering local neighborhoods through financial tools and resources. The employees who work at United, known as Team United, are rooted in their communities as friends, family, volunteers, and mentors. For more information visitwww.UnitedFCU.com. 

　　General Summary(What is done and why)

　　The Member Service Advisor (MSA) Service Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. Contact with members is via inbound & outbound phone calls.  This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines.  MSA is responsible for effectively diagnosing and solving member’s problems.

　　Essential Functions, in Priority Order(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

　　Act as the primary source of product information and service support for member and staff inquiries via phone, provide timely problem resolution and account maintenance.Time:65%

　　Sell and deliver all Credit Union investment and convenience products and services.Time: 15%

　　Provide accurate, complete and consistent documentation.Time: 10%

　　Obtain and maintain a high level of knowledge of all Credit Union products and services.Time: 5%

　　Participate in and contribute to training and team development.Time: 5%

　　Qualifications

　　Education(Minimum education required to perform the duties of this position)

　　High school diploma or equivalent required.

　　Experience(Minimum experience required to perform the duties of this position)

　　In additionto the education requirement:

　　Proven customer service/sales experience required.

　　Knowledge, Skills and Abilities(Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

　　Excellent communication skills.

　　Good business writing skills.

　　Computer literacy and keyboarding skills.

　　Analysis and resolution skills.

　　Self motivated with demonstrated sales skills.

　　Knowledge of Credit Union products, services and banking regulations.

　　Ability and willingness to adapt to continual change.

　　Required Competencies

　　Problem Solving

　　Dealing with Ambiguity

　　Time Management

　　Demonstrates Courage

　　Drive for Results

　　Interpersonal Savvy

　　Customer Focus

　　Integrity and Trust

　　Self-Development

　　Business Acumen

　　Mental Requirements

　　Ability to identify member and staff needs.

　　Ability to use good judgment and make sound decisions quickly.

　　Ability to work under pressure.

　　Proven problem-solving abilities.

　　Ability to concentrate in a multi-task environment.

　　Ability to maintain a positive attitude when resolving member/staff issues.

　　Tools and Equipment Used

　　All available general office equipment as needed.

　　All available computer software and hardware as needed.

　　Working Relationships/Contacts(Positions with which incumbent has frequent contact)

　　Daily, personal/written/phone contact with MSA staff.

　　Daily, personal/written/phone contact with Credit Union managers.

　　Daily, personal/written/phone contact with Credit Union members.

　　Physical Demands(Physical effort generally associated with this position)

　　Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading the computer screen. Must be able to talk and keyboard simultaneously. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.

　　Working Conditions(Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

　　Internal- Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc).  No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

　　External- Some travel may be required; however, information on environmental conditions is not available.

　　EEO/AA Employer/VET/Disabled