Full-Time Member Consultant

Job Summary

This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service when assisting members with deposit-related and consumer-lending products by identifying member needs.

Essential Functions

• Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
• Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
• Provide in lobby and consumer lending assistance by processing loans and working with members.
• Process transaction requests by credit union members.
• Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
• Evaluate and decision the closings of accounts or decisioning the reopening of a closed account, balancing service to the member and risk to the credit union.
• Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
• Analyze and decision waiving of penalties and fees.
• Offer products and services to members explaining how the recommendation will benefit them.
• Counsel members on account management and provide guidance, information and tools as needed i.e. account balancing, spending management, improving credit, etc.
• Have a good working knowledge of our products and services and the benefits they provide to members.
• Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
• Assist members with questions regarding their mortgage, credit cards and credit resolution issues, etc.
• Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
• Rotate between assisting credit union members from the teller line and member consultants desks as directed by manager.
• Assist outside branches and other departments with questions.
• Successfully complete all applicable compliance training and testing.
• Participate in business development activities including community partner relations.
• Assist Spanish-speaking members when applicable.
• Assist in Contact Center as assigned.
• Participate in ongoing training to ensure proper procedures are implemented and followed.
• Avoid unauthorized access to member records and maintain confidentiality.
• Perform other duties and responsibilities as assigned.

Knowledge, Skills, Abilities And Personal Characteristics

• Knowledge of: Modern office equipment, technology and various software programs the Credit Union utilizes to do business with its members, Credit Union products and services, Member Service functions, operations, regulations, and procedures to process members requests and answer questions.
• Ability to: Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form, Organize and prioritize in order to meet deadlines, Solve practical problems and deal with variables in situations, Write routine reports and correspondence and speak effectively before members and employees.
• Skill in: Excellent communication and interpersonal skills to effectively work with members and co-employees, Typing and personal computer.

Qualifications

• Critical Development Experiences: Pursue opportunities for professional growth and development through training, education and self-study, Successfully complete all applicable compliance training and testing.
• Education And Experience: Equivalent To a minimum of one year up to three years of similar or related experience, including prepatory experience. A high school degree or equivalent.

Requirements

• Regular attendance and timeliness are essential functions of this position.
• While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity.
• The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds.

Regulatory Compliance & Confidentiality

• Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies.
• This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

Equal Opportunity Employer

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.