Job Details

The Member Consultant delivers an exceptional in-branch experience by building meaningful connections with members and understanding their unique financial needs. This role is responsible for processing transactions accurately, introducing and educating members on credit union products and services, fulfilling service requests, and seamlessly transitioning members to specialized representatives when appropriate. The Member Consultant plays a key role in identifying opportunities to simplify members' financial lives and referring them to solutions that support their goals.

ESSENTIAL FUNCTIONS:

• Establish new member relationships, open appropriate consumer and deposit accounts based on financial needs.
• Retain and build existing member relationships using a consultative approach. Advise members of relevant products and services.
• Provide account servicing and maintenance. Assist with problem resolution for members, in accordance with established procedures and regulations. For more complex transactions, transition member to remote service.
• Process transactions efficiently and accurately while using transaction detail to ascertain additional needs. Transaction processing time is used to determine if member needs are being met.
• Instruct members as appropriate on products/services to ensure maximum benefit, use and comfort.
• Ensure required documentation is completed thoroughly and accurately. Should a deficiency be identified later, follow up quickly with member to resolve.
• Promote benefits of self-service banking (e.g., e-ATMs, on-line banking, mobile banking) to members.
• Assist members with obtaining consumer loan products by accepting loan applications and partnering with direct lending team to facilitate member funding.
• Identify qualified referrals and transition members to the appropriate referral partner (e.g., investments, mortgage, small business).Stay abreast of all current and developing products/services offered to members and, when possible, utilize all credit union services in order to assist members effectively.
• Complete defined on-boarding process to ensure enhanced member experience.
• Continually survey branch to ensure zones are functioning and adequately supplied.
• Perform branch specific duties including, but not limited to, balancing vault, managing recyclers and coin machines, processing night deposits, ordering/preparing currency, completing audit duties and assisting with opening/closing branch as scheduled.
• Actively embrace the universal associate concept. Support fellow employees, adapt to modifications promptly, promote a positive team environment in the branch, and work with branch associates to meet goals

• High School diploma or equivalent.

• Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.

• 2+ years of experience in a retail or customer service environment.
• Previous experience in the financial services or credit union industry is highly preferred.

• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Ability to manage multiple tasks and projects concurrently, prioritizing work to meet deadlines.
• Experienced team player in a goal-oriented environment.

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 25 lbs.
• Must be able to stand for long periods of time