Member Consultant

About the role

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

Responsibilities

• Perform a variety of cash and non-cash transactions:
  • Cash checks
  • Receive deposits
  • Process funds transfers
  • Process loan payments
  • Verify authenticity of negotiable instruments
  • Sell cashier’s checks, teller’s checks, and money orders
  • Assist with end-of-day balancing if necessary
  • Provide notary services
• Assist members with account maintenance needs:
  • Resolve account discrepancies (disputes, unauthorized transactions, stop payments)
  • Update account information (change of address, name changes, add/remove joint owners and beneficiaries)
  • Educate and assist members with electronic services (automated phone system, Mobile Banking App, Online Banking, MRDC)
  • Research and resolve account issues
• Perform card-related functions:
  • Create, block, and activate credit cards, ATM cards, or EMV debit cards
  • Maintain accurate logs of cards processed, destroyed, and received
  • Research fraud, transaction history, payments, and purchases
  • Complete loss and stolen reports as needed
  • Act as a liaison between members and the Card Services department
  • Balance instant-issue card machine and manage card stock inventory daily
• Maintain and deepen member relationships:
  • Identify member needs and refer them to specialized team members
  • Encourage members to use self-service banking solutions

Requirements

• Analytical Skills: Ability to analyze applications, reports, data, and documents (CIP, credit reports, etc.)
• People Skills: Build relationships through listening and interacting with members and associates
• Problem-Solving Skills: Effectively and efficiently resolve various problems
• Communication Skills: Discuss items clearly and precisely while being an active listener
• Interpersonal Skills: Work as part of a team to achieve branch goals
• Multi-tasking Skills: Prioritize and manage multiple tasks in a timely manner
• Mathematical Skills: Ensure accurate calculations using basic math
• Cash Handling Skills: Manage high volumes of cash throughout the workday
• Microsoft Office Skills: Create documents, spreadsheets, and emails
• Familiarity with company-specific software: Fiserv, DocuSign, Meridian Link, and others
• Basic compliance knowledge: BSA, MLA, and other regulations