What are the responsibilities and job description for the Member Relationship Consultant position at Family Trust FCU?
Role Summary:
The Member Relationship Consultant is a high-performing sales professional responsible for delivering exceptional service to current and prospective members in a professional, friendly, courteous, and efficient manner. This role assists members with loan requests by gathering and verifying information, completing required documentation, and accurately processing transactions and system input. Through consultative conversations, the Member Relationship Consultant identifies members' financial needs and recommends products and services that enhance their financial well-being, deepen member relationships, and contribute to organizational growth and success.
Essential Duties & Responsibilities:
- Serve members in a courteous and professional manner while providing prompt, efficient, and accurate service.
- Effectively manage relevant Consumer Loan Originator queues to process applications in a timely and thorough manner following established priority guidelines.
- Process all consumer and real estate application types. Accurately input member information in the consumer loan application.
- Effectively and efficiently interview loan applicants to obtain information concerning their loan needs, earnings, and financial condition.
- Clearly communicate the loan request details to the Consumer Loan Underwriter and/or Consumer Loan Funder as needed.
- Provide members with updates to loan application status as relevant and communicate with members when additional loan documentation is required.
- Effectively communicate the loan decision to the member. When applicable, advise the member how to improve their credit score for future requests.
- Confidently assess member needs and match ancillary products and/or services to those needs.
- Educate and promote credit union products and services based on needs that are determined during the interview.
- Leads in reaching credit union loan, ancillary product, and insurance goals.
- Assists in training and cross training other employees
- Effectively initiates contact with members and perspective members through referral queues, call lists, leads, etc.
- Maintain in-depth knowledge of products and services, changes in regulations and internal policies and procedures specifically related to job.
- Accurately document all loan requests, as required by credit union policy and federal regulations
- Assist with Member Service duties as needed.
- Other duties as assigned.
Qualification/Education/Experience:
- Experience: 6 months to 2 years of similar or related experience, including preparatory experience.
- Education / Certifications / Licenses: A high school degree or equivalent
- Interpersonal Skills: A high degree of professionalism, discretion, and relationship-building skills. The role involves frequent interaction with members, prospective members, and external partners, often involving confidential, sensitive, or personal financial information. Success in this position depends on the ability to communicate effectively, build trust, exercise sound judgment, and demonstrate diplomacy and tact in all interactions.
Other Skills:
- Good working knowledge of credit union policies, procedures, products and services, loan underwriting and credit analysis, federal regulations, audit and security procedures, and our data processing system.
- Proficient in computer and electronic delivery systems.
- Ability to cross-sell products and services to the members, as appropriate, to meet their financial needs.
- Ability to work well with others in a high volume, fast paced work environment.
- Effective skills for team building and motivating people.
- Other skills include research and analysis, good written and oral communication skills, and the ability to assist in the coordination of daily branch operations.