First Alliance Credit Union

Customer Support

• The Member Support Specialist at First Alliance Credit Union plays a crucial role in being the face of our organization, responsible for creating an exceptional experience for every member who walks through our doors. This role owns the member experience, ensuring that each individual is recognized, welcomed, and assisted with their needs. Their primary focus will be on facilitating transactions, providing education, on kiosk usage, and addressing any concerns or inquiries with exceptional service. This role plays a vital role in connecting members with appropriate credit union partners, products, and services that align with their financial needs.
• Essential Functions Member Engagement: Greet all members warmly upon entry and provide personalized assistance to ensure a seamless experience. Transaction Support: Assist members with transactions that cannot be processed through kiosks, ensuring their needs are met efficiently and accurately. Kiosk Education: Educate members on the use of our self-service kiosks to enhance their experience, empowering them to handle basic transactions independently. Needs Assessment: Listen actively to members’ needs and concerns, providing tailored solutions and connecting them with appropriate credit union products, services, or partner solutions. Account Management: Assist existing members with opening and managing basic account types as needed, ensuring a thorough understanding of account features and benefits. Problem Solving: Utilize strong problem-solving skills to address member inquiries and resolve issues in a timely manner. Continuous Improvement: Gather feedback from members to identify areas for improvement in our services and processes, contributing to an ongoing commitment to enhance member experience. Team Collaboration: Work closely with other team members to ensure a cohesive and efficient member service experience. Other duties as assigned by Branch Manager.

Member Support Specialist

Bilingual

• Member Onboarding: Provide a warm welcome to new members, guiding them through the account opening process and ensuring a seamless transition to our services.
• Account Management: Assist existing members in opening additional accounts and provide tailored financial solutions to enhance their banking experience.
• Loan Cross-Selling: Identify opportunities to cross sell loan products during account opening and throughout ongoing member interactions.
• Loan Production: Identify loan needs and aid in loan applications, closing and funding at time of cross sell for high level products such as Lines of Credit and Credit Cards.
• Financial Education: Educate members on various financial products and services, providing sound financial advice that aligns with their goals and needs.
• Transaction Support: Handle more complex transactions and account inquiries, ensuring that members receive timely and accurate assistance.
• Collaboration: Build strong relationships with internal partners to facilitate a smooth and effective transition process for members, ensuring all financial needs are met.
• Exceptional Member Experience: Demonstrate strong listening skills and a genuine passion for member experience, addressing concerns and feedback to continually improve service delivery.
• Other duties as assigned by Branch Manager.

Bilingual Member Account Advisor

• Member Support Across All Channels Provide a warm and welcoming experience for new and existing members, assisting them with account openings, financial education, and tailored banking solutions. Identify and cross-sell loan products and services that align with member needs. Conduct loan applications, closings, and funding for high-level products such as credit cards and lines of credit. Serve as a backup to the Mobile Branch Account Advisor role during absences, offering the same level of service directly from the mobile branch without driving responsibilities. Assist with complex member transactions and inquiries as needed across locations. Actively educate members about credit union services and promote sound financial decision-making. Build strong relationships across departments to ensure member needs are fully met. Ensure all interactions reflect First Alliance's values and commitment to an exceptional member experience. Other duties as assigned by the Branch Manager.

Bilingual Floating Member Account Advisor

Collections

• Continuously monitor and review delinquent or negative accounts to assess risk and determine appropriate follow-up actions
• Identify trends in member delinquency and recommend improvements to process and procedure
• Provide timely and effective written and verbal communication to members experiencing financial difficulties, explaining their account status and available options
• Deliver applicable, tailored advice and solutions to help members navigate their financial challenges
• Maintain accurate and up-to-date member solutions files, ensuring all communications and actions are well documented
• Provide administrative support to Member Solutions Department, including creating reports and maintaining records
• Assist in skip tracing efforts to locate members and facilitate timely resolutions of delinquent accounts
• Aid in the preparation and sale of repossessed collateral, ensuring best efforts to obtain recoveries
• Provide member education on loans and best financial practices; promote financial literacy initiatives
• Assist in the legal review of documents to delinquent accounts, ensuring accuracy and compliance with applicable laws and regulations
• Stay informed on economic and industry trends related to collections and asset recovery; participate in ongoing training and professional development

Member Support Specialist

Bilingual Member Account Advisor

Bilingual Floating Member Account Advisor

Member Solutions Advisor, Collections