Member Service Consultant

At MAX Credit Union, our culture is built on simplicity, integrity, and hospitality. As a Member Service Consultant, you’ll be the trusted guide who helps members navigate their financial journey with clarity and care. Whether opening accounts, educating on digital tools, or offering tailored solutions, you’ll embody our commitment to making banking easy, honest, and personal—creating experiences that build lasting relationships and member confidence.

We value our team and offer a competitive benefits package that includes:

• Comprehensive health and dental coverage
• 200% employer 401k match!
• Access to pharmacy and wellness programs
• Supportive work environment with recognition for outstanding service
• and more!

Role:

The Member Service Consultant (MSC) is responsible for delivering exceptional service to current and potential members by understanding their needs, offering appropriate Credit Union products and services, and supporting them through every stage of the member journey. This role requires a high degree of organization, interpersonal influence, attention to detail, and a commitment to creating positive, solutions-focused experiences. The MSC serves as a key representative of the Credit Union’s values and service culture, ensuring every interaction is personal, professional, and productive.

Essential Functions & Responsibilities:

• Proactively engages with members to identify needs and offer tailored solutions that align with their financial goals.

• Opens new accounts while clearly explaining available products, services, and required disclosures.

• Educates members on self-service options including Online Banking, Mobile Banking, and Debit/ATM card access.

• Fosters long-term member relationships by promoting trust, credibility, and satisfaction with each interaction.

• Accurately assists members in completing necessary documentation for services such as direct deposit, stop payment orders, payroll deductions, and fraud claims.

• Handles member inquiries and requests via mail, phone, or in person, ensuring all responses are compliant with policies and delivered in a timely, empathetic manner.

• Escalates complex member issues appropriately while ensuring a seamless handoff and follow-up.

• Maintains a comprehensive understanding of Credit Union products, services, promotions, and policies.

• Effectively cross-offers appropriate solutions and educates members on financial tools that enhance their banking experience.

• Tracks member engagement and opportunities through CRM tools or assigned systems.

• Assists with branch responsibilities including receptionist and front-line representative coverage on a rotating basis to maintain operational proficiency.

• Supports operational efficiency by adhering to established policies, procedures, and security protocols.

• Maintains accurate records and completes administrative tasks related to member servicing.

• Collaborates effectively with team members, supporting a positive, inclusive, and solutions-oriented work environment.

• Contributes to team success through participation in meetings, sharing feedback, and supporting process improvements.

• Maintains a member first mindset.

• Upholds core values and builds team member and customer relationships.

• Completes all training as required.

• Performs other duties as assigned.