Position Overview:

A Member Consultant interacts with members through a variety of communication channels including: Face to face, Drive Thru, Phones, Mobile Apps, Chat, Text, SMS, and/or Video Banking. In listening to our member’s needs and goals, a Member Consultant recommends different types of consumer lending and account products. Additionally, this role will also assist members with self-serve education, transactions, budgets, account maintenance, and other account related issues.

 Duties and Responsibilities:

• Open membership savings, checking, certificates of deposit, Individual Retirement Accounts (IRA), and other credit union accounts or products
• Provide information and recommendations to members concerning services and products, directing them to appropriate person when needed
• Assist members with consumer lending questions and applications
• Listen to member needs, identify, and recommend products and services aligning with member’s needs 
• Determine different types of consumer loan and credit options that are available to the member
• Analyze member’s financial situation and credit report to determine if it is in the member’s best interest to approve the loan
• Review loan agreements and gather required documentation and ensure completeness and accuracy in accordance to policy
• Approve loans within specified limits, and refer loan applications outside those limits to management for approval
• Partner with members to understand their financial goals and assist in creating a personal budget to help them achieve those goals
• Proactively reach out to members on products or services that would be a beneficial to help achieve their financial goals
• Assist members with accurately and efficiently processing transactions
• Provide education to members on our self-serve options
• Execute wire or ACH transferring of funds
• Instant issue debit, credit, and gift cards 
• Troubleshoot credit or debit card issues, online banking questions, or other general account related questions and issues
• Balance and maintain personal cash drawer and branch vault, and appropriate currency logs if applicable
• Other duties as assigned

Qualifications and Skills: 

• 1 years of customer service or professional experience working with people
• 1 years of consumer lending experience preferred
• Ability to navigate and resolve complex issues and situations 
• Ability to achieve call goals set by leadership
• Basic knowledge of credit and regulatory policy as it relates to consumer lending
• Ability to consistently identify and cross-sell product and service opportunities that will be beneficial to the member
• Strong analytical and decision-making skills required with a high degree of accuracy
• Aptitude to work independently as well as part of a team and ability to collaborate with others
• Strong verbal and written communication skills
• Time Management skills and the ability to prioritize workload based on department and member needs
• Flexibility to adapt and succeed in a dynamic environment
• Ability and drive to provide exceptional service to members and employees
• Intermediate computer skills and the ability to navigate between multiple systems with ease

Workplace Environment: 

• Requires face-to-face interaction and coordination of work with other employees, and in-person interaction
• Sitting 70-80% and standing 20-30% which is determined on your rotation within the branch
• Working at a computer 98% of the day 
• Utilizing the phone 40-60%
• Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
• Repetitive movements, including but not limited to typing, using a mouse, phones, etc. 
• Lift, carry, push or pull up to approximately 50 pounds (cash/coin bags, supplies, etc.)
• Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction 

Required Work Schedule: Shifts between 7am – 7pm Monday – Friday and Saturday 7-3. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.