Position Overview:A Member Consultant interacts with members through a variety of communication channels including: Face to face, Drive Thru, Phones, Mobile Apps, Chat, Text, 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. 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
- Determine 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 customer service or professional experience working with people
- 1+ years of consumer lending experience preferred
- Ability to navigate and resolve complex issues and situations
- Ability to 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.)
- Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction
Required Work Schedule: Shifts between 7am - 7pm Monday - Friday and Saturday 7-3. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)