Member Consultant Lead - NEW LOCATION IN TUMWATER!

About the role

The Member Consultant Lead at our Tumwater Neighborhood Financial Center will deliver excellent service to members and internal customers. The role involves possessing excellent member service, problem resolution and workflow management skills. They will ensure their location promotes remote services by utilizing remote access channels while assisting members. This person will have a thorough knowledge of Credit Union policies, procedures and services to assist members with inquiries and transactions. The Member Consultant Lead serves as a mentor and coach for team members, assists consultants with questions, handles escalated member issues and authorizes exceptions. This person maintains a leadership role within the department by supporting and achieving the sales, service and quality objectives.

Responsibilities

• Lead by Example: Deliver exceptional service to members and internal customers, while actively promoting additional services to enhance the members' relationship with BECU.
• Mentor and Coach: Guide your team of Consultants in delivering top-notch service, resolve escalated issues, and provide on-the-job training and feedback.
• Champion Growth: Work with branch leadership to identify training needs, mentor team members, and help drive performance in both sales and service goals.
• Process Improvement: Recommend and implement changes to procedures, products, and services to provide the best possible member experience.
• Lead Reporting Efforts: Help create and distribute reports to management and staff to keep everyone aligned with branch goals.
• Ensure Compliance: Monitor internal controls, quality reports, and audits to ensure we're always meeting the highest standards.

Requirements

• Minimum Qualifications: Bachelor’s Degree or equivalent experience. 3+ years of experience in a Member Consultant/Personal Banker role (or equivalent).
• Desired Qualifications: Supervisory experience, strong interpersonal skills and problem-resolution expertise, ability to work independently and as part of a team, managing multiple tasks, compliance with SAFE Act legislation, willingness to work a flexible schedule, including Saturdays, full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Qualifications

• Leadership and/or mentoring experience.
• Strong interpersonal skills and problem-resolution expertise.
• Ability to work independently and as part of a team, managing multiple tasks.
• Compliance with SAFE Act legislation, which requires annual registration as a Mortgage Loan Originator (MLO).
• Willingness to work a flexible schedule, including Saturdays.
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Skills

• Excellent verbal and written skills to interact effectively with members, staff, and management.
• A knack for resolving issues and finding solutions in a fast-paced environment.
• Adaptability to handle changes with ease, all while maintaining a positive attitude.
• A drive to grow personally and professionally, while fostering a culture of financial wellness for both your team and members.

Benefits

• 401(k) Company Match (up to 3%)
• Medical, Dental and Vision (family contributions as well)
• PTO Program + Exchange Program
• Tuition Reimbursement Program
• BECU Cares volunteer time off + donation match

Pay

The Target Pay Range for this position is $34.20-$42.48 hourly. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Schedule

Variable shifts between 8:00 AM – 6:30 PM

Impact You’ll Make

Deliver excellent service to members and internal customers, while actively promoting additional services to enhance the members' relationship with BECU. Mentor and coach your team of Consultants in delivering top-notch service, resolve escalated issues, and provide on-the-job training and feedback. Champion growth by working with branch leadership to identify training needs, mentor team members, and help drive performance in both sales and service goals. Process improvement by recommending and implementing changes to procedures, products, and services to provide the best possible member experience. Lead reporting efforts by helping create and distribute reports to management and staff to keep everyone aligned with branch goals. Ensure compliance by monitoring internal controls, quality reports, and audits to ensure we're always meeting the highest standards.