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.
• Willful and able 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.
• Comfortable 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.