Member Consultant - Webb Branch

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 processes transactions accurately, introduces and educates members on credit union products and services, fulfills service requests, and seamlessly transitions members to specialized representatives when appropriate. The Member Consultant identifies opportunities to simplify members’ financial lives and refers them to solutions that support their goals.

Responsibilities

• Establish new member relationships and open appropriate consumer and deposit accounts based on financial needs.
• Retain and build existing member relationships using a consultative approach; advise members of relevant products and services.
• Provide account servicing and maintenance, assist with problem resolution, and transition members to remote service for complex transactions.
• Process transactions efficiently and accurately while using transaction detail to ascertain additional member needs.
• Instruct members on products and services to ensure maximum benefit, use, and comfort.
• Ensure required documentation is completed thoroughly and accurately; follow up quickly with members to resolve any deficiencies.
• Promote the benefits of self-service banking (e.g., e-ATMs, online banking, mobile banking).
• Assist members with obtaining consumer loan products by accepting loan applications and partnering with the direct lending team.
• Identify qualified referrals and transition members to the appropriate referral partner (e.g., investments, mortgage, small business).
• Stay abreast of all current and developing products and services; utilize all credit union services to assist members effectively.
• Complete the defined onboarding process to ensure an enhanced member experience.
• Continually survey the branch to ensure zones are functioning and adequately supplied.
• Perform branch-specific duties, including balancing the vault, managing recyclers and coin machines, processing night deposits, ordering and preparing currency, completing audit duties, and assisting with opening and closing the branch.
• Actively embrace the universal associate concept by supporting fellow employees, adapting to modifications, promoting a positive team environment, and working with branch associates to meet goals.