Member Adviser


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Position Description

Member Adviser Our Vision Northern Inland Credit Union (NICU) is committed to helping its Members find smarter ways to manage their money by offering smart financial solutions and building strong, enduring relationships. This shapes products and service delivery and drives the core strategic objective to achieve Main Financial Institution status with Members. By encouraging new Member growth, increasing the value of existing Members and exceeding Member expectations through personalised service and innovative technology, NICU is committed to being the premier local alternative to the big banks in north western NSW. NICU seeks team members who are committed to operating in a Membercentric environment. Member needs and changing behaviours are the core focus to continue building smart financial products and services of the future.

Your Job Purpose The Member Adviser is the initial contact for many Members and is integral in building rapport and strengthening overall relationships with NICU. The MA is skilled in conducting holistic conversations with members, using active listening skills and discovery questions to uncover stated and unstated needs. The MA applies their excellent knowledge of NICU products and services to recommend suitable solutions for personal accounts, savings products, transactional options, insurance products and credit cards and personal loans. Plus refer Members to the lending team for mortgage lending needs and to third parties for financial planning needs. The MA actively supports management endeavours, projects and decisions.

Required Smart Values The Member Adviser demonstrates and lives Northern Inland’s corporate values by being ‘SMART’. The MA delivers a superior level of service to colleagues, Members and stakeholders via: Smart Solutions | Motivation | Achievement | Relationships | Team. For current definitions, refer to the Code of Conduct on the intranet.

Responsibilities The position encompasses limited discretion in achieving task outcomes. A level of delegation and authority is employed consistent with job function and is performed predominantly within established policies and guidelines. The MA is responsible for their own work, and may be expected to provide assistance to other MAs. The MA Delivers a superior Member Experience by: Engaging Members in conversations to develop rapport and uncover their needs, providing suitable recommendations on NICU product and service offerings Identifying and addressing Member concerns in the first instance, prior to referral, following up with the Member and colleagues to bring all matters to a satisfactory resolution. To be proactive at all times for our Members and Prospective Members via branch conversations and outbound calling strategies by:

Northern Inland Credit Union Ltd. (NICU) ABN 36 087 650 422 AFSL 235022 Australian credit licence

October 2017

Position Description – Branch Member Adviser

Position Description

Member Adviser Actioning Member instructions as they relate to accounts and Membership with a consistent focus on identifying opportunities to grow the Member relationship Identifying Smart Financial Check opportunities and conducting SFC’s over the phone Identifying opportunities for personal, home and investment lending and conducting personal and credit card lending over the phone, through collating member details, completing application forms and referring for assessment and delegation approval Identifying opportunities to simplify our Members banking by engaging them in conversations to help them find smarter ways to manage their money Identifying opportunities to refer our Members to our Third Party Providers Continually identify opportunities for new Members through external activities Actioning all proactive outbound call strategies set by senior management Identifying opportunities to migrate Members from high cost transaction channels to low cost channels Achievement of Key Performance Objectives (specific role scorecard applies, see sales objectives in People & Performance) To successfully achieve individual sales objectives, whilst contributing to your teams sales success To performs core day-to-day tasks with integrity and a sense of urgency at all times Applies basic operational processes and completes all tasks up to and including the referral/escalation to a more senior staff member Operates office equipment, including the reporting of issues to senior staff members and conducts basic troubleshooting Undertakes cashier functions with an attention to accuracy Administers and maintains records Provides disclosure material and answers Member queries on basic deposit products and non cash payment facilities, and assists the Member in the transition from one product/service to another Provides information, reports and recommendations based on their job functions Provides assistance to other staff Efficiently manages own work schedule and tasks Participates in projects 

Refer to the matrix of operational policies and procedures for specific functions, activities and tasks.

Northern Inland Credit Union Ltd. (NICU) ABN 36 087 650 422 AFSL 235022 Australian credit licence

October 2017

Position Description – Branch Member Adviser

Position Description

Member Adviser Position Parameters       

Performs tasks and service requirements with due diligence within the guidelines as set by management Actively supports the managerial control and operations of the branches Uses discretion within area of delegated authority to achieve task outcomes Undertakes required training Participates in projects and continual improvement and risk management processes Provides supportive and meaningful guidance to staff as required Other responsibilities and duties within their skills, qualifications and experience

Performance Review Monthly 1 on 1 conversations, Mid-Year and End-of-Year reviews against objectives, competencies and values set by management.

Employment Conditions Appointed by

CEO

Reports to

Branch Manager

Hours of work

Location

Fulltime: M/W/Th/Fri 8.45am-5.15pm, Tues 8.15am-5.15pm, with reasonable additional hours as required and with reasonable notice. Part time: subject to operational needs assessment and as agreed with management. Northern Inland branches with reasonable travel to other sites for work related purposes from time to time

Remuneration

Leave

In accordance with the award and based on experience and relevant qualifications. Superannuation: contributions paid by Northern Inland in accordance with the Superannuation Guarantee scheme. In accordance with the Award. Fulltime: 4 NICU Personal Leave Days per calendar year, accruing one per quarter; not cumulative. 1 Personal Leave Day in lieu of Bank Holiday per calendar year, not cumulative.

Selection Criteria Fit & proper: clear APRA, ASIC and criminal history checks General: Presence on site during business hours. Ability to carry up to 5kg over short distances using manual handling aids Essential

Qualifications & Experience: minimum Certificate 3 in Financial Services, including Tier 2 certification.

Northern Inland Credit Union Ltd. (NICU) ABN 36 087 650 422 AFSL 235022 Australian credit licence

October 2017

Position Description – Branch Member Adviser

Position Description

Member Adviser Skills: Competent computer skills with accurate data entry skills. Superior communication skills: pleasant telephone technique; refined questioning, negotiation and listening skills; clear speaking voice. Demonstrated skills in applying product knowledge to explain product features/processes to Members. Demonstrated record of identifying cross-selling and up-selling opportunities to better service Members. Demonstrated business development skills to capitalise on new business opportunities. Attributes: Professional appearance. Attention to detail. Positive work ethic and demonstrated experience of interacting with team members to achieve goals. Demonstrated commitment to completing training and assessment requirements Desirable

Prior banking experience of at least 1 year. Prior retail experience which has included targets and/or KPIs.

Northern Inland Credit Union Ltd. (NICU) ABN 36 087 650 422 AFSL 235022 Australian credit licence

October 2017

Position Description – Branch Member Adviser