Financial Services Consultant 1

Essential Functions

• Proactively identify member needs and recommend appropriate products and services to strengthen financial relationships; refer more complex needs to experienced consultants or specialists.
• Work toward individual and branch sales goals by using needs-based conversations and completing proactive outreach, including occasional outbound calling, to follow up on leads, deepen relationships, and schedule appointments as needed.
• Provide friendly, accurate service to members during routine branch transactions, including account inquiries, deposits, withdrawals, and basic account maintenance, following established procedures and guidelines.
• Open new memberships and standard deposit accounts (e.g., checking and savings) in accordance with credit union policies, procedures, and verification requirements.
• Support standard consumer loan origination and servicing, including application intake, documentation, disclosures, and system entry, following established procedures and lending regulations; seek guidance and escalate exceptions as appropriate.
• Educate members on basic digital banking tools and self-service options using standard materials and talking points.
• Support lobby management by welcoming members, assisting with basic inquiries, and scheduling appointments with appropriate staff.
• Perform teller and platform functions as assigned, ensuring accuracy, balancing, and compliance with operational policies and procedures.
• Adhere to BSA/AML, OFAC, and privacy requirements by following established protocols and escalating questions or concerns to a supervisor.
• Participate in training, coaching, and performance feedback to build skills in service delivery, basic sales conversations, and product and system knowledge.
• Work collaboratively with team members and refer members to specialized teams (e.g., mortgage, investments, business services) when needs fall outside the scope of routine service.

Requirements

• Prior customer service experience required; experience in a financial institution, hospitality, restaurant, or retail sales environment preferred.
• Exposure to sales or service in a goal-oriented environment (including proactive outreach or call campaigns) preferred.
• Previous experience in a consultative sales role or consumer lending environment desired.
• High school diploma or GED equivalent.
• General understanding of customer service and relationship-focused interactions, or the ability to learn through training and coaching.
• Basic knowledge of financial services concepts (e.g., checking/savings accounts, consumer loans, digital banking tools), or the ability to learn credit union products and services through training.
• Willfulness and ability to learn account-opening procedures, basic consumer lending processes, and applicable regulatory requirements while working under established guidelines.
• Exposure to sales or service principles in a goal-oriented environment preferred.
• Comfort with meeting entry-level sales expectations and participating in occasional outbound calling as part of proactive member outreach.
• Familiarity with Microsoft Office applications and digital technology, online tools, and electronic communication, or the ability to learn required systems.

Skills/Abilities

• Strong interpersonal and communication skills, with the ability to engage members in positive, service-focused conversations using scripts, prompts, and standard talking points.
• Ability to learn and follow established procedures, workflows, and checklists while maintaining accuracy and attention to detail.
• Basic problem-solving skills, with the ability to resolve straightforward issues and escalate non-routine situations to more experienced staff or a supervisor.
• Professional and composed in handling routine member questions and concerns, seeking guidance when situations fall outside standard procedures.
• Awareness of the importance of accuracy, confidentiality, and ethical conduct when handling member information.
• Reliable and responsible, with the ability to work effectively both independently on assigned tasks and as part of a team.
• Adaptable and willing to learn new products, systems, and processes in a changing branch environment.
• Comfortable working in a service- and results-focused environment, supporting basic sales conversations, account opening, cash handling, and compliance requirements under supervision.

Physical Requirements/Work Environment

• Prolonged periods of sitting and standing while working at a desk, workstation, or service counter.
• Frequent use of a computer, telephone, and standard office equipment.
• Regular interaction with members and coworkers in a retail branch environment.
• Ability to lift, carry, or move up to 20 pounds on occasion (e.g., supplies or documents).
• Fine motor skills required for cash handling, keyboarding, and document processing.
• Visual acuity sufficient to read screens, printed materials, and financial documents.
• Ability to work in a fast-paced, member-focused environment with frequent interruptions while following established procedures and workflows.
• May require flexible scheduling based on branch needs, including evenings or weekends.

Salary Description

$20- $22/hr (DOE)