Member Consultant

About the role

This position provides an exceptional in-branch member experience by handling all basic member needs including teller transactions, account maintenance, educating members, making recommendations, and card issues.

Responsibilities

Cash and Non-Cash Transactions

• Cashing checks
• Receiving deposits
• Processing funds transfers
• Processing loan payments
• Verifying authenticity of negotiable instruments
• Selling cashier’s checks, teller’s checks, and money orders
• Assisting with end of day balancing when necessary
• Providing notary services

Account Maintenance

• Resolving account discrepancies by performing file maintenance and account changes (disputes, unauthorized transactions, stop payments, change of address, name changes, wires, add/remove joints and beneficiaries, etc.)
• Educating and assisting members with electronic services including automated phone system, Mobile Banking App, Online Banking, MRDC, etc.
• Researching and resolving account issues

Card-Related Functions

• Creating, blocking, and activating credit cards, ATM cards, or EMV debit cards
• Maintaining an accurate log of cards processed, destroyed, and received
• Researching fraud, transaction history, payments, and purchases
• Completing loss and stolen reports as needed
• Acting as a liaison between member and Card Services department
• Balancing instant issue card machine and performing card stock inventory daily

Referrals

• Maintaining and deepening relationships with credit union members
• Identifying needs and referring members to Purdue Fed team members with relevant expertise
• Encouraging members to use self-service banking solutions

Additional Requirements

• Analytical Skills: Ability to analyze applications, reports, data, and documents required to continue the request (CIP, credit reports, etc.)
• People Skills: Ability to quickly and effectively build relationships through listening and interacting with members and associates
• Problem Solving Skills: Ability to effectively and efficiently arrive at solutions to various problems encountered
• Communication Skills: Ability to discuss items with members and co-workers in a clear and precise manner while being an active listener
• Interpersonal Skills: Ability to work as part of a team to build positive work relationships and experience, serve members, and achieve branch goals
• Multi-tasking Skills: Ability to prioritize and work on multiple tasks as required in a timely manner
• Mathematical Skills: Ability to ensure calculations are done correctly using basic mathematical skills
• Cash Handling Skills: Ability to handle a high volume of cash throughout the workday
• Microsoft Office Skills: Ability to create documents, letters, spreadsheets, send/receive emails, etc.
• Company Specific Software: Proficiency with Fiserv, DocuSign, Meridian Link, and others
• Basic Compliance: Knowledge of BSA, MLA, etc.