ADVICE SPECIALIST

Virtual Branch
Position Summary
The Advice Specialist provides personalized service to members through various channels (phone, email, web, and fax) within the Virtual Branch. The role focuses on building and maintaining relationships to retain and increase memberships and advising on products or services that benefit members.

Essential Duties and Responsibilities

• Provides personalized service through phone, email, web, and fax. Demonstrates care in all member contacts and builds relationships to retain and increase memberships.
• Take ownership of immediate member needs, transition into deeper conversations to understand and anticipate their needs and recommend beneficial products or services.
• Collaborate closely with internal partners, including Meriwest Mortgage, Meriwest Wealth Advisors, and Business Services, to provide comprehensive member support.
• Assist members over the phone, addressing their needs and inquiries.
• Cross-sell additional products and services to increase product penetration and enhance member satisfaction.
• Inform members of loan decisions on their applications and assist with any loan-related issues.
• Participate in and be accountable for achieving individual and departmental goals.
• Performs other duties as assigned.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Due to the responsibilities and requirements of this position, remote work (telecommuting), including hybrid schedules, is not supported. This role requires 100 percent on-site presence. Duties, responsibilities and activities may change at any time with or without notice.

Minimum Qualifications

• Minimum one year of customer service and sales experience, required.
• A high school degree or equivalent.
• Prior banking or financial services experience, preferred.
• Prior experience in a high-volume call center with strong focus in sales, preferred.
• Must be able to participate in Saturday rotation schedule as assigned.
• Must be extremely sales oriented while having a relationship focused approach with members.
• Must have a strong desire to continually surpass goals, achieve various sales targets while keeping the member in the center of everything we do.
• Must lead with a sales is service mindset.
• Proven ability in a competitive sales environment.
• Full cycle knowledge of new account functions.
• Comprehensive understanding of all retail and small business products and services.
• Must have excellent communication skills in order to make professional and effective presentations and recommendations to members.
• Ability to promote all credit union products and services to members and overcome objections and concerns.
• Strong member service focus with previous experience in a service industry.
• This position requires that you obtain, and maintain, a National Mortgage Licensing System (NMLS) number as required by SAFE Act.
• 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.
• Verifiable job history showing stability, consistency, dependability, and accountability.

• Provides personalized service through phone, email, web, and fax. Demonstrates care in all member contacts and builds relationships to retain and increase memberships.
• Take ownership of immediate member needs, transition into deeper conversations to understand and anticipate their needs and recommend beneficial products or services.
• Collaborate closely with internal partners, including Meriwest Mortgage, Meriwest Wealth Advisors, and Business Services, to provide comprehensive member support.
• Assist members over the phone, addressing their needs and inquiries.
• Cross-sell additional products and services to increase product penetration and enhance member satisfaction.
• Inform members of loan decisions on their applications and assist with any loan-related issues.
• Participate in and be accountable for achieving individual and departmental goals.
• Performs other duties as assigned