Please note: People in this role frequently get trained in lending, so therefore prior lending experience is desirable.
NorthCountry Federal Credit Union seeks motivated employees interested in long-term professional development and advancement. We are repeat winners of Vermont Business Magazine’s “Best Places to Work” award, and we support our employees with paid training as well as competitive compensation and a generous benefit plan.
NorthCountry believes everyone has the right to be their true selves at work, at home, and in the community. Our goal is to ensure an inclusive environment with access to financial services where our employees and community members feel respected, valued, safe, and secure.
Role: |
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Support the credit union's vision of being the community's most loved financial institution, and its mission to make people's financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union's core values in all interactions.
Primarily support & serve members in a branch setting. Interactions involve all duties as outlined in the Member Advocate I role as well as opening all account types, modifying & maintaining business and fiduciary type accounts, vault maintenance and management, advanced electronic channel support, and IRA/HSA/ESA support. |
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| Essential Functions & Responsibilities: |
| | | 1. Develop and maintain a clear understanding of credit union products and services to talk confidently with members about their financial needs and cross-sell appropriate solutions to meet those needs |
| | 2. Be proficient in all transactions and processes as outlined in the Member Advocate I role as well as opening & closing accounts (personal, business, fiduciary type, etc.), modifying all account types, advanced electronic channels & services (SWBC, Bill Pay, P2P, digital wallets), identifying members over the phone, basic phone functions, and using appropriate phone etiquette. Understand IRA/HSA/ESA rules and regulations, process basic transactions, and answer questions. Become cross-trained in all vault management. |
| | 3. Actively listen to members needs and offer appropriate solutions for overcoming a financial challenge or achieving a financial goal, utilizing credit union loan and deposit products. Refer problems that are beyond their authority to their supervisor along with recommendations. |
| | 4. Make decisions that align with the credit union's core values while adhering to policies and procedures. |
| | 5. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures and appropriate software systems. Perform all other job-related duties as assigned. |
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| Performance Measurements: |
| | | 1. | Attention to Detail - The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. |
| | 2. | Member Focus - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc. |
| | 3. | Problem Solving - The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions. |
| | 4. | Teamwork & Cooperation - The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted. |
| | 5. | Initiative - The ability to perform job responsibilities independently and responsibly. The ability to proactively complete tasks, solve problems, improve processes, enhance products, and/or extend services within assigned range of authority. |
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| Knowledge and Skills: |
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| Experience | (3) One year to three years of similar or related experience. |
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| Education | (3) (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program. |
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| Interpersonal Skills | (4) Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. |
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