Senior Member Advisor

Position Purpose

The Senior Member Advisor serves as a trusted financial guide and an advanced-level resource within the branch. This role combines expert-level member service, consumer lending proficiency, and operational leadership to support both individual and business members. Senior Member Advisors are empowered to open business and consumer accounts, underwrite consumer loans within authority limits, and help lead service excellence across the branch. They consistently demonstrate initiative, accountability, and mastery in delivering solutions that support our members’ financial well-being and our organizational goals. This role is accountable to complete all assigned compliance and information security training and comply with the credit union’s policies and procedures related to the Bank Secrecy Act and Office of Foreign Assets Control (OFAC).  

Duties & Responsibilities

Assumes Responsibility for Delivering High-Impact Member Experiences:

• Builds deep relationships with members by offering guidance, solving complex service issues, and ensuring every interaction reflects the credit union’s values.
• Serves as a go-to advisor for escalated or complex member needs.
• Uses consultative conversations to uncover short- and long-term financial goals and align them with relevant products and services.
• Demonstrates empathy, urgency, and expertise in resolving sensitive service matters.
• Champions the use of digital tools and educates members on online, mobile, and bill payment platforms.
• Prepares special service documentation such as immigration letters, pre-authorized draft forms, and Forgery Affidavits.
• Ensures interviews and service requests are properly documented and compliant with policy.
• Identifies cross-sell opportunities and proactively promotes additional products and services that add value for the member.

Assumes Responsibility for Advanced Account and Transaction Services:

• Handles personal and business account services with accuracy, professionalism, and attention to regulatory compliance.
• Opens and services a full range of account types, including business accounts, personal checking/savings, certificates, and IRAs.
• Performs complex account maintenance, such as ownership changes, entity documentation updates, and business account resolutions.
• Orders and issues checks, assists with stop payments, checkbook balancing, and applicable fee reversals.
• Prepares paperwork and initiates services for direct deposit, payrolls, allotments, and automatic transfers.
• Processes and balances group payroll deposits from within the credit union’s field of membership.
• Prepares miscellaneous documents and reports and maintains related records.

Assumes Responsibility for Consumer Lending Origination and Support:

• Leads the consumer loan process from consultative discussion through funding, serving as a key lending resource in the branch and contact center.
• Interviews and assists members with loan applications for consumer and junior real estate loans, as well as membership and share accounts.
• Gathers required information to gain loan approval within the limits of lending authority.
• Calculates terms, finance charges, insurance rates, and payment amounts to ensure accurate disclosure on promissory notes.
• Closes loan applications in accordance with Credit Union policies and legal/regulatory standards.
• Disburses loans promptly and accurately with appropriate documentation.
• Provides clear education to members on credit terms, repayment, and product fit.
• Prepares and maintains documentation, ensuring compliance and alignment with policy for all loan and service activity.

Assumes Responsibility for Driving Sales, Referrals, and Relationship Growth:

• Supports the branch’s business development goals through proactive cross-selling, follow-up, and partner collaboration.
• Identifies opportunities to deepen member relationships across consumer and business segments.
• Consistently meets or exceeds monthly goals for product referrals, loan volume, and new account openings.
• Refers members to internal specialists (e.g., mortgage, investment, insurance) and supports outbound campaigns as needed.
• Builds and maintains a strong understanding of REV’s full suite of offerings.

Assumes Responsibility for Operational Integrity and Risk Mitigation:

• Demonstrates leadership in operational accuracy, compliance, and branch procedures.
• Balances drawer or vault and performs branch operational tasks including ATM, night drop, and end-of-day procedures.
• Ensures proper handling of documentation, disclosures, and signatures for all account and lending transactions.
• Monitors for fraud, security concerns, and compliance risks; escalates issues appropriately.
• Participates in audits, compliance reviews, and procedural training; models best practices for peers.
• Ensures all services are delivered in accordance with established policies, legal regulations, and audit expectations.

Assumes responsibilities for related duties as required or assigned.

Skills & Qualifications

Education/Certification & Experience: 

• High School diploma or equivalent.
• One (1) to three (3) years of similar or related experience in financial services with a demonstrated expertise in member services and consumer lending.

Skills/Abilities:                   

• Strong working knowledge of deposit products, digital tools, and account documentation standards
• Excellent communication, problem-solving, and relationship-building skills
• Proven ability to meet sales and lending performance metrics
• Proficient in using multiple systems and handling confidential information securely
• Experience opening and servicing business accounts
• Lending authority or previous experience underwriting loans
• Bilingual proficiency
• Strong leadership presence and potential to mentor or guide junior team members

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)