Member Advisor II - Remote Delivery

Be part of something uniQue

iQ Credit Union is a great place to work and grow and we're looking for people like you to join our exceptional team. At iQ, you'll find a healthy work-life balance, great benefits, an unwavering commitment to our members and the communities we serve, and a positive environment that empowers you to grow personally and professionally. We love where we work and we know you will, too!

The Member Advisor II handles a broad range of member needs, including loan and account applications, account servicing, and transaction support, across multiple remote channels. Efficiently manage high-volume service queues while identifying opportunities to enhance member engagement through digital interactions. Supports and mentors more junior remote delivery staff.

Essential Duties:

• Actively work towards established product and services goals, and maintaining production and quality standards consistent with the Member Advisor II role.
• Maintain a thorough knowledge of Credit Union products and services, including eligibility for membership, types of accounts available (savings, checking, loans, and other financial services); all current rates; calculation of dividends and interest, insurance coverage available, and other deposit and payment information.
• Process and manage account and loan inquiries, transactions, and requests from members across all interaction channels (voice, email, chat, SMS).
• Build and maintain a personal Book of Business (BOB) using the Credit Union's Member Management system and develop new member relationships through the Member Onboarding strategy.
• Actively participate in department activities and weekly sales meetings to achieve service and sales goals.
• Collaborate with teammates to ensure a positive team environment and overall member experience. Acts as a resource to others.
• Efficiently manage loan and new account queues, giving prompt attention to member requests while accurately processing applications in compliance with Credit Union guidelines. Maintain integrity in lending and account documentation, ensuring accuracy and completeness.
• Assist members with any inquiries, questions, or problems to insure any account errors or problems are resolved accurately and timely.
• Model strong time management skills through active prioritization of inbound and outbound voice calls, Text Messages, Emails and Live Chat queues.
• Prioritize and navigate multiple service queues to maintain response time and service levels.
• Accurately document member interactions and outcomes in CRM and loan origination systems.
• Proactively perform quality assurance and sales calls to strengthen member relationships and drive engagement with Credit Union services. Reach out to new members as part of the Member Onboarding strategy, ensuring a smooth transition and fostering lasting connections.
• Adapt to evolving member needs and effectively navigate change with resilience, maintaining a strong commitment to organizational goals. Proactively support business initiatives by embracing new processes, technologies, and service strategies to enhance team performance and member experience.
• Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act, and related regulations.
• Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgment document.
• This position is subject to the SAFE Act Registration Requirements - You must register and remain in good standing with the Federal Registry System (NMLS) per the SAFE Act requirements. You will be required to submit to the SAFE Act background check and fingerprinting process. Failure to register successfully or to maintain a status in good standing under the SAFE Act will affect your continued employment and may cause immediate termination.

Knowledge and Skills:

Experience:Two to four years of similar or related experience.

Education:A high school education or GED. Certified Credit Union Financial Counselor (CCUFC) designation preferred.

Additional Details:

Hours:Monday through Friday 9:00am to 6:00pm. Rotating Saturdays 9:30am to 2:00pm. Hours may vary based on business needs.

Location:Vancouver Mall:7017 NE Vancouver Mall Drive.Vancouver, WA 98661

Position Type: Full-time, 40 hours per week. Hybrid after successful trial service period.

We Value Diversity

At iQ, we believe that diverse experiences and skills make our team stronger. If you're passionate and driven to excel in this role, we encourage you to apply, even if you don't fully meet every qualification listed. Your unique experiences, knowledge, skills, and abilities may be exactly what we need.

iQ Credit Union is committed to providing an inclusive and accessible work environment for all individuals. Our recruiting process typically involves submitting an application, uploading a resume, completing a phone interview, interviewing on-site or virtually with a hiring manager or attending a group interview, and possibly completing a work sample.

If you require reasonable accommodation at any stage of the recruitment process, including application submission, interviewing, or participation in the employee selection process, please direct your inquiries to careerfeedback@iQcu.com, which will email a member of iQ's Human Resources team. We will make every effort to accommodate your needs.

Total Compensation Package

There's a reason we've ranked as one of top workplaces in the Pacific Northwest for the past nine years. We listen to our employees and continue to provide benefits that make a difference.

Healthcare Coverage:

• iQ pays 100% of the monthly medical, dental and vision premium for you AND your dependent children.

Retirement Savings:

• iQ matches up to 6% of your 401(k) contributions.

Paid Time Off:

• 11 paid holidays plus vacation and sick time accruals.
• Paid Community & Event Volunteer opportunities.
• Paid Wellbeing hours to help you recharge and thrive.

Investing in You:

• Student loan repayment match up to $100 per month.
• Tuition reimbursement to support your educational advancement.
• An annual match to amplify your nonprofit giving.

For a full list of our uniQue benefits, see our benefits guide:iQ Credit Union Benefits Guide

Equal Opportunity Employer:

iQ Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.