Full-Time Member Consultant

Job Title

Our culture is not just a poster in the hallway; it is a guiding principle we live by each and every day, one we carry forward even as our work changes around us. Non-stop change is part of our path, and we meet it by simplifying, not just doing more.

That means this role is expected to accept and adopt High Tech, High Touch practices using artificial intelligence and other digital tools to simplify outdated, low-value work so technology handles the routine, freeing us to stay present for what only a person can do: building relationships, solving complex problems, and responding with genuine care. Digital tools don't replace those relationships; they remove the barriers that get in their way.

Central to this commitment is our cross-functional employee team, known as our "Culture Crew," dedicated to fostering community through engaging activities, reinforcing our cultural values, and ensuring their continuous integration into our daily operations. We define our culture according to our cultural pillars of:

• Membership Centric
• People Focused
• One Team
• Personal Achievement
• Innovation

This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service when assisting members with deposit-related and consumer-lending products by identifying member needs.

This position may include any and/or all of the following:

1. Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
2. Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
3. Provide in lobby and consumer lending assistance by processing loans and working with members.
4. Process transaction requests by credit union members
5. Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
6. Evaluate and decision the closings of accounts or decisioning the reopening of a closed account, balancing service to the member and risk to the credit union.
7. Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
8. Analyze and decision waiving of penalties and fees.
9. Perform other member service duties including but not limited to: redeeming savings bonds, researching member inquiries, performing notaries, etc.
10. Process and print new and replacement cards.
11. Counsel members on account management and provide guidance, information and tools as needed i.e. account balancing, spending management, improving credit, etc.
12. Have a good working knowledge of our products and services and the benefits they provide to members.
13. Offer products and services to members explaining how the recommendation will benefit them.
14. Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
15. Assist members with questions regarding their mortgage, credit cards and credit resolution issues, etc.
16. Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
17. Rotate between assisting credit union members from the teller line and member consultants desks as directed by manager
18. Perform opening and closing duties ensuring all security measures and procedures are adhered to on a daily basis.
19. Provide assistance to outside branches and other departments with questions.
20. Successfully complete all applicable compliance training and testing.
21. Participate in business development activities including community partner relations.
22. Assist Spanish-speaking members when applicable.
23. Assist in Contact Center as assigned.
24. Participate in ongoing training to ensure proper procedures are implemented and followed.
25. Assist with approving and evaluating transactions for others and providing overrides.
26. Assist members in opening, closing and accessing safe deposit boxes while ensuring the security of the safe deposit area, including monitoring access and maintaining confidentiality.
27. Participate on project and teams as assigned.
28. Perform other duties and responsibilities as assigned.

Knowledge of:

• Modern office equipment
• Technology and various software programs the Credit Union utilizes to do business with its members
• Credit Union products and services
• Member Service functions, operations, regulations, and procedures to process members requests and answer questions

Ability to:

• Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
• Organize and prioritize in order to meet deadlines
• Solve practical problems and deal with variables in situations
• Write routine reports and correspondence and speak effectively before members and employees

Skill in:

• Excellent communication and interpersonal skills to effectively work with members and co-employees
• Typing and personal computer

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

A minimum of one year up to three years of similar or related experience, including prepatory experience.

A high school degree or equivalent.

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.