Bilingual Ask Advisor

Description

Please submit all applications through our Careers Website.

Position Summary

This role is focused on enhancing member service experiences through different communication channels. ASK Advisors will understand our products and services thoroughly and promote them during live interactions, especially through Advisor Supported Kiosk (ASK) virtual teller services. The main goal is to address member needs quickly, accurately, and with a personal touch while upholding professionalism.

Essential Job Functions

1. Provide quality service to members through needs-based sales solutions

a. Operate within all digital channels, with primary job function as a virtual teller through the kiosk, Advisor Supported kiosk (ASK), live chat, and emails. 

b. Provide high level of member service via the Advisor Supported Kiosks and aid on procedural development of service provided via ASK.

c. Strong organizational skills and the ability to manage multiple kiosks, ensuring accurate balancing and reconciliation at the end of each shift.

d. Provide comprehensive support for digital products and services, including online banking, duties will also include facilitating member access to historical statements, assisting members with skip pays, and collaborating with team members on various member-centric projects. 

e. Understand the branch communication technology that will be provided to ensure the communication is efficient between branches.

f. Accurately process financial transactions through the proper use of technology, while applying policies and procedures.

g. Provide world class service in meeting members’ needs, to enhance the member experience.

h. Provide members with appropriate account and transaction information while ensuring confidentiality.

I. Understanding of credit union products and services.

2. Understand and Process Transactions through the Proper use of Technology

a. Basic troubleshooting skills for computer hardware and software.

b. Proficiency in digital communication platforms

I. Email management skills, such as organizing, filtering, and responding to emails promptly.

ii. Experience with video conferencing tools like Zoom and/or Microsoft Teams 

iii. Familiarity with instant messaging platforms for internal communication (e.g. Microsoft Teams).

c. Adaptability to new technologies 

I. Ability to learn and adapt to new technologies quickly 

ii. Willingness to train on new software or tolls required by the role 

d. Digital Literacy 

I. Comfort with using technology in daily tasks

ii. Comfort using Smartphones, tablets, or other mobile devices that may need to be explained to members to use our services 

iii. Ability to navigate and utilize internet resources effectively for research or information gathering 

3. Support Branch Operations

a. Balancing and maintaining cash levels in the ASK.

b. Serve as back up to Contact Center and Branch Member Advisors.

4. Contribute Positively to a Cooperative Work Environment

a. Be a positive team member through cooperation, flexibility, dependability, and attendance.

b. Attend and participate in meetings as required.

c. Perform all other duties as assigned and assist the Contact Center departments as necessary.

5. Convey and Maintain a Professional Environment

6. Time Management.

a. Prioritize tasks effectively, managing competing demands to meet deadlines and objectives.

b. Implement efficient time management strategies to optimize productivity and workflow.

I. Effective time management is essential to the ASK Role. 

ii. Ability to efficiently allocate time for prompt responses to member inquiries on the kiosk 

c. Dedicated focus on projects when assigned. 

Pay and Benefits

Min: $15.34 Max: $23.01 (Pay Range)

There may be an increase of base pay based on skills and experience.

Benefits include: 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Requirements

Competencies

• The attributes listed below are representative of the knowledge, skills and/or abilities required.
• High school graduate or equivalent
• Six months+ of financial institution experience and/or cash handling;
• Member contact/sales (customer service) experience preferred
• Demonstrate passion for community i