Member Consultant - Castle Rock

About the role

The Member Consultant delivers an exceptional in-branch experience by building meaningful connections with members and understanding their unique financial needs. This role is responsible for processing transactions accurately, introducing and educating members on credit union products and services, fulfilling service requests, and seamlessly transitioning members to specialized representatives when appropriate.

Responsibilities

• Establish new member relationships, open appropriate consumer and deposit accounts based on financial needs.
• Retain and build existing member relationships using a consultative approach.
• Advises members of relevant products and services.
• Provides account servicing and maintenance.
• Aids in problem resolution for members, in accordance with established procedures and regulations.
• For more complex transactions, transitions members to remote service.
• Processes transactions efficiently and accurately while using transaction detail to ascertain additional needs.
• Determines if member needs are being met during transaction processing time.
• Instructs members as appropriate on products/services to ensure maximum benefit, use and comfort.
• Ensures required documentation is completed thoroughly and accurately. Follows up quickly with member to resolve deficiencies identified later.
• Promotes benefits of self-service banking (e.g., e-ATMs, online banking, mobile banking) to members.
• Aid members in obtaining consumer loan products by accepting loan applications and partnering with direct lending team to facilitate member funding.
• Identify qualified referrals and transition members to the appropriate referral partners (e.g., investments, mortgage, small business).
• Stays updated on all current and developing products/services offered to members and, when possible, utilizes all credit union services to assist members effectively.
• Completes defined on-boarding process to enhance member experience.
• Continuously surveys the branch to ensure zones are functioning and adequately supplied.
• Performs branch-specific duties including, but not limited to, balancing vault, managing recyclers and coin machines, processing night deposits, ordering/preparing currency, completing audit duties, and assisting with opening/closing branch as scheduled.
• Actively embraces the universal associate concept. Supports fellow employees, adapts to modifications promptly, promotes a positive team environment in the branch, and works with branch associates to meet goals.

Requirements

High school diploma or equivalent. Associate's degree preferred. Minimum of 1 year of customer service experience. Must have strong interpersonal skills and be able to communicate effectively with members and colleagues. Must be able to work flexible hours, including evenings and weekends. Must possess a valid driver’s license and reliable transportation. Must be able to lift up to 50 pounds.

Qualifications

Experience in a financial services environment is preferred. Knowledge of credit union products and services is beneficial. Strong organizational and problem-solving skills are essential. Ability to work independently and as part of a team is critical. Proficiency in Microsoft Office Suite is helpful.

Skills

• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize responsibilities.
• Strong attention to detail.
• Knowledge of credit union products and services.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.

Benefits

• Comprehensive medical insurance plan.
• Dental and vision insurance.
• Generous paid-time-off.
• 12 paid holidays.
• 401(k) plan.
• Wellness program.
• Tuition assistance.
• Employee loan discount.
• Employee Assistance Program (EAP).
• Life and disability coverage.

Pay

$20.00 - $25.00 per hour.

Schedule

Full-time position working 40 hours a week, Monday-Friday 8:30am - 5:30pm.