Member Relationship Consultant

The Member Relationship Consultant plays a pivotal role in fostering and maintaining strong, trust-based relationships with members within HawaiiUSA FCU. This position is responsible for delivering exceptional customer service while providing tailored financial solutions that meet members' unique needs. The consultant will actively engage in sales prospecting and lead generation to expand the member base and cross-sell relevant banking products and services. Ensuring compliance with all regulatory requirements and internal policies is critical to maintaining the institution’s integrity and reputation. Ultimately, the role aims to enhance member satisfaction and loyalty through expert guidance, personalized financial advice, and proactive community outreach.

Essential Duties and Responsibilities:

• Represent the credit union's values and mission in daily interactions, contributing to a positive organizational culture.
• Understand the role in sales growth and meets branch-assigned and individual goals.
• Build, develop, and expand member relationships through needs-based assessments to identify and recommend deposit, credit, and lending solutions to help members achieve their financial goals. 
• Engage with members through outbound calls and in-person interactions to understand their financial needs and offer appropriate banking products and services.
• Provide expert advice on personal finance, credit counseling, and loan products, including preparation and review of loan agreements to ensure compliance.
• Conduct sales prospecting and lead follow-up activities to identify and convert potential members, while cross-selling additional products to existing members.
• Maintain strict adherence to ethics, confidentiality, and compliance standards in all member interactions and documentation.
• Utilize online banking systems to assist members with digital banking services and troubleshoot any issues they may encounter.
• Assist with opening and closing preparation of the branch.
• Remain current on the HawaiiUSA practices, policies, and procedures and complete all transactions with accuracy and within guidelines. 
• Address and resolve member concerns and discrepancies in transactions with empathy, referring complex issues to senior employee when necessary.
• Participate in community outreach initiatives to promote financial literacy and the institution’s offerings.
• Serve as a Notary Public when required, ensuring proper execution of legal documents
• Perform other duties as assigned.  

Minimum Qualifications:

• High school diploma or equivalent
• Excellent communication skills with the ability to maintain confidentiality and demonstrate ethical behavior

Preferred Qualifications:

• Bachelor’s degree in Finance, Business, or related field preferred.
• 3 or more years of customer service and sales experience.
• Proven experience in banking customer service and sales within retail banking or financial services.
• Strong knowledge of banking products, personal finance, loan processes, and compliance regulations.
• Familiarity with online banking platforms and digital financial tools.
• Experience in credit counseling and loan agreement preparation.
• Demonstrated success in lead generation and sales prospecting within the financial sector.
• Additional training or certification in compliance or financial advisory services.
• Certification as a Notary Public or willing to obtain within the first 12 months of employment.
• Certification of NMLS or willing to obtain within the first 12 months of employment.
• Experience with community outreach programs focused on financial education.

Skills:

The Member Relationship Consultant uses effective communication daily to build rapport and clearly explain complex financial products to members. Ethics and confidentiality are paramount, ensuring that sensitive member information is handled with the utmost care and professionalism. Confidence and sales skills enable the consultant to proactively engage in lead generation, cross-selling, and loan sales, driving business growth. Proficiency with online banking systems allows the consultant to assist members in navigating digital platforms, enhancing their banking experience. Additionally, knowledge of compliance and loan expertise ensures all transactions and agreements meet regulatory standards, safeguarding both the institution and its members.

Minimum Physical & Other Requirements:

• Sitting for prolonged periods at a desk working on a computer
• Standing for prolonged periods of time in a stationary position.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.
• We'll make reasonable accommodations for qualified applicants and employees with disabilities.

Benefits & Pay:

The expected pay for the Member Relationship Consultant is $27.50 per hour.  

We cover 100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

Make a difference one life at a time!

About Company:

HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources.  Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.