Member Service Advisor

Role As a Member Service Advisor (MSA) you are a key contributor to the financial success of Spero Financial. You are responsible for assisting members with all elements of their financial needs including basic account transactions, inquiries, and financial education regarding lending and deposit opportunities. This is initially accomplished by actively engaging members as their single point contact in their initial visit and re-engaging them over time to create loyalty and establish an advisory relationship. As an MSA, you should be able to develop trusting member relationships by analyzing member needs and recommending solutions. You will also deliver on Spero Financials' member experience by educating members using basic financial planning tools to further deepen the relationships. You should be able to proactively identify members' financial needs and turn those needs into business opportunities through referral and cross-sell of the full suite of Spero products and services; including self-service channel options to provide the member with convenient and easy ways to access Spero Financial. You should onboard your members from account opening throughout the phases of the member lifecycle to ensure future needs are met. You are also responsible for making outbound calls to onboard and educate members who may not frequent the branch as well as to promote current marketing campaigns. The ideal MSA should have strong interpersonal and communication skills, keen attention to detail, adaptability, and professionalism. Those skills ensure you will support the mission, vision, and values of Spero Financial. You will proactively work with support departments and other member serving channels, such as TellerLink to ensure you are providing a frictionless member experience. Major Duties and Responsibilities Teller transactions, cash/check balancing, online member requests including replies to online banking messages and webmail, wires, account maintenance, lobby management, member appointment scheduling, adding shares/joint members to existing memberships, IRA deposits, and withdrawals, notary services, vault duties, cash management. Other duties/functions may be assigned as they relate to member service needs, such as limited travel to other branch locations, community involvement, credit union events and other service-related functions. Performs other job-related duties as assigned.

Knowledge and Skills Experience:

Six months minimum to a year or more of similar or related experience, including time spent in similar or preparatory positions.

Education/Certifications/Licenses:

A high school degree or GED is required.

Interpersonal Skills:

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills:

Maintain knowledge with training in BSA Compliance - every staff member is required to uphold the credit union's compliance with the Bank Secrecy Act (BSA), Customer Identification Program (CIP), Office of Foreign Assets Control (OFAC) and Anti-Money Laundering (AML) policies and procedures. This includes required BSA reporting. Specific functions such as tellers and front-line staff within Spero Financial will take into consideration the awareness of unusual or suspicious activity that is relevant to the department and report such activity. In addition to any other assigned training courses, BSA, CIP, OFAC and AML related courses must be completed at least annually, as made available by the Training and/or Compliance Departments. Required to maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, and Office of Foreign Assets Control requirements. Comply with all Spero policies and procedures to ensure compliance with such regulations.