Member Consultant
A Member Consultant interacts with members through a variety of communication channels including: Face to face, Drive Thru, Phones, Mobile Apps, Chat, SMS, and/or Video Banking. In listening to our member's needs and goals, a Member Consultant recommends different types of consumer lending and account products, along with completing and decisioning consumer loan applications. Additionally, this role will also assist members with self-serve education, transactions, budgets, account maintenance, and other account related issues.
Duties and Responsibilities:
* Open membership savings, checking, certificates of deposit, Individual Retirement Accounts (IRA), and other credit union accounts or products
* Provide information and recommendations to members concerning services and products, directing them to appropriate person when needed
* Assist members with consumer lending questions and applications
* Listen to member needs, identify, and recommend products and services aligning with member's needs
* Determining different types of consumer loan and credit options that are available to the member
* Analyze member's financial situation and credit report to determine if it is in the member's best interest to approve the loan
* Review loan agreements and gather required documentation and ensure completeness and accuracy in accordance to policy
* Approve loans within specified limits, and refer loan applications outside those limits to management for approval
* Partner with members to understand their financial goals and assist in creating a personal budget to help them achieve those goals
* Proactively reach out to members on products or services that would be a beneficial to help achieve their financial goals
* Assist members with accurately and efficiently processing transactions
* Provide education to members on our self-serve options
* Execute wire or ACH transferring of funds
* Instant issue debit, credit, and gift cards
* Troubleshoot credit or debit card issues, online banking questions, or other general account related questions and issues
* Balance and maintain personal cash drawer and branch vault, and appropriate currency logs if applicable
* Other duties as assigned
Qualifications and Skills:
* 1+ years of consumer lending experience preferred
* 1-2 years of customer service or professional experience working with people required
* Ability to navigate and resolve complex issues and situations
* Achieve call goals set by leadership
* Basic knowledge of credit and regulatory policy as it relates to consumer lending
* Ability to consistently identify and cross-sell product and service opportunities that will be beneficial to the member
* Strong analytical and decision making skills required with a high degree of accuracy
* Aptitude to work independently as well as part of a team and ability to collaborate with others
* Strong verbal and written communication skills
* Time Management skills and the ability to prioritize workload based on department and member needs
* Flexibility to adapt and succeed in a dynamic environment
* Ability and drive to provide exceptional service to members and employees
* Intermediate computer skills and the ability to navigate between multiple systems with ease
Workplace Environment:
* Requires face-to-face interaction and coordination of work with other employees, and in-person interaction
* Sitting 70-80% and standing 20-30% which is determined on your rotation within the branch
* Working at a computer 98% of the day
* Utilizing the phone 40-60%
* Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
* Repetitive movements, including but not limited to typing, using a mouse, phones, etc.
* Lift, carry, push or pull up to approximately 50 pounds (cash/coin bags, supplies, etc.)
Required Work Schedule:
* Shifts between the hours of 7am -7pm Monday - Friday, Saturday between 7am-3pm adding up to 40 hours per week.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities