Financial Services Consultant III

Job Type: Full-Time | Non-Exempt | $23 hourly minimum

About the Role

The primary purpose of the Member Services Officer III (Supervisor) is to create an enjoyable, memorable, and impactful experience through the delivery of exceptional member service while building strong, long-term financial relationships. This role engages in consultative conversations with members, identifies their financial needs, and recommends valuable solutions to improve their financial well-being. As a branch leader, the Member Services Officer III assists team members with complex member services, problem resolution, and coaching to advance skillsets and improve employee engagement.

Responsibilities

Member Consultation

• Engage in meaningful consultative conversations to uncover members’ needs and recommend products and services.
• Embody sincere empathy and display a deep passion for helping members achieve their financial goals.
• Assist members and prospective members with opening/closing deposit products and services.
• Recommend lending products/services and assist members with loan applications through video lending or refer to a branch lender.
• Identify and refer investment opportunities to A+ Wealth Management.
• Assist with the opening and servicing of fiduciary accounts, including POAs, Trusts, Estates, and IRAs/HSAs.
• Open, close, and service Business Memberships, including sole proprietorships and associations.

Financial Transactions

• Process financial transactions and service requests.
• Operate, maintain, and balance a cash drawer (as assigned).
• Assist members with disputes and fraudulent transactions.
• Perform updates to members’ accounts (e.g., ownership changes, adding/removing beneficiaries, address changes).
• Assist members with safe deposit box services, including entry, opening, and closing (where applicable).
• Provide Notary Public services.

Branch Leadership and Support

• Meet or exceed goals to support branch growth and the overall member experience.
• Provide team member coaching to enhance member service skillsets, consultation proficiency, and operational/compliance knowledge.
• Serve as an expert for the branch team on A+FCU products and services.
• Facilitate and/or attend branch meetings and trainings.
• Perform branch vault responsibilities (balancing, buy/sells, and cash recycler management).
• Perform balancing and loading of ATMs (where applicable).
• Perform or oversee daily branch tasks (e.g., opening/closing duties, preparing outgoing currency shipments).
• Assist management with the completion of branch reports.
• Perform monthly, quarterly, and annual branch audits (as assigned).
• Monitor branch cash levels, place orders/shipments as needed.
• Perform supervisor overrides and check approvals.
• Responsible for opening/closing the branch; uphold adherence to safety procedures.
• Assist other branch locations as needed.
• Maintain a strong knowledge of credit union products/services and policies/procedures.
• All other duties as assigned.

Community and Business Development

• Volunteer to participate in business development and community events.
• Represent the A+FCU brand and mission within the communities served; uphold and coach professionalism, outreach, and business development standards.
• Deepen relationships at community/business development events by recommending A+FCU products and services.

Compliance

• Adhere to all A+FCU policies and procedures.
• Maintain strict adherence and compliance to all laws, rules, regulations, and internal controls.
• Complete required regulatory training as assigned.

Requirements

• High school diploma or G.E.D. equivalent required.
• Three years of financial institution experience required.
• One year of supervisor experience required.

Skills & Abilities

• Strong interpersonal skills, including the ability to demonstrate empathy, compassion, and understanding.
• Excellent communication skills (both written and verbal), reflecting a professional, positive business approach.
• Strong knowledge of bank/credit union policies and procedures.
• Strong attention to detail and ability to follow through on assigned tasks.
• Ability to work independently and as part of a team, with flexibility to adapt to change.
• Strong time management and organizational skills.
• Basic knowledge of math and computer skills.
• Microsoft Office Suite product knowledge preferred.
• Ability to travel between branch locations (as assigned):
  • Floater branch – at least 25% of the time.
  • Non-Floater branch – at least 5% of the time.

Physical Requirements

• Must be able to stand for long periods of time.
• Full-time team members must have the ability/stamina to work at least 40 hours per week.
• Will frequently reach, lift, bend, carry, and finely manipulate/key-in data.
• Must be able to engage in problem-solving to help identify and resolve member issues.
• Must be able to communicate extensively through in-person, email, written, and telephone communications.

Decision-Making

Decisions requiring supervisory approval include exceptions outside of role limits, legal questions, and situations outside A+FCU policies and procedures.