Member Consultant I, Pool

About the role

The Member Consultant I position requires a strong foundation in customer service and a willingness to assist members with a variety of financial services. This role involves providing assistance with account transactions, educating members on products and services, and resolving issues within your scope of authority.

Responsibilities

• Create a positive and memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate.
• Absorb and resolve problems within your authority, and refer more complex issues to senior authority along with resolution recommendations.
• Maintain and secure money in cash drawer according to credit union security and procedural guidelines.
• Balances cash drawer and daily transactions.
• Assist with daily balancing and closing out of the branch.
• Receive and process a variety of member savings, checking, and credit transactions, including, but not limited to, deposits, withdrawals, transfers, and loan payments, as well as sales of money orders and traveler's checks in accordance with the Credit Union procedures.
• Identify cross-sell opportunities and educate members on credit union products and services.
• Aids members in connecting to appropriate department(s) for specific information and services.
• Provide support to other branches, including working weekends and/or extended hours as required to operate the business.
• Maintain knowledge of the Credit Union's policies and procedures.
• Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee.
• Maintain working knowledge of current products and services offered.

Requirements

• 1+ years customer service experience in banking, retail, or related field required.
• A high school diploma or equivalent.
• A valid driver's license.

Skills

• Demonstrated success in identifying, initiating, and nurturing new or on-going business opportunities.
• Self-starting, results-oriented professional.
• Professional level of verbal and written communication skills.
• Capable of analyzing credit and financial information.
• Ability to motivate or influence internal staff and external members.
• Demonstrated ability to plan and prioritize work to meet commitments.
• Ability to provide world-class member service while executing Interra's vision, mission, and delivery of Core Values.

Qualifications

• Effective communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.
• Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.
• Self-Motivated - Demonstrates initiative to address challenges, accomplish tasks, and seize opportunities, even when challenged. Demonstrates appropriate urgency and positive attitude while doing so.
• Teamwork - Effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Able to climb / descend stairs in an emergency situation.
• Able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Able to work extended hours or travel off site whenever required or requested by management.
• Able to be capable of exercising highest level of discretion on both internal and external confidential matters.