Member Consultant - Estes Park

Member Consultant - Estes Park

Estes Park, CO 80517

Overview

Salary Range $20.49 - $25.62 Hourly Level Entry Position Type Full Time Job Shift Day Education Level High School Travel Percentage Negligible Category Banking

Description

Position Summary

The Member Consultant delivers an exceptional in-branch experience by building meaningful connections with members and understanding their unique financial needs. This role is responsible for processing transactions accurately, introducing and educating members on credit union products and services, fulfilling service requests, and seamlessly transitioning members to specialized representatives when appropriate. The Member Consultant plays a key role in identifying opportunities to simplify members' financial lives and referring them to solutions that support their goals.

Essential Functions

• Establish new member relationships and open appropriate consumer and deposit accounts based on financial needs.
• Retain and build existing member relationships using a consultative approach. Advise members of relevant products and services.
• Provide account servicing and maintenance and assist with problem resolution for members in accordance with established procedures and regulations. For more complex transactions, transition the member to remote service.
• Process transactions efficiently and accurately while using transaction detail to ascertain additional needs. Transaction processing time is used to determine if member needs are being met.
• Instruct members as appropriate on products and services to ensure maximum benefit, use, and comfort.
• Ensure required documentation is completed thoroughly and accurately. If a deficiency is identified later, follow up quickly with the member to resolve it.
• Promote the benefits of self-service banking (e.g., e-ATMs, online banking, mobile banking) to members.
• Assist members with obtaining consumer loan products by accepting loan applications and partnering with the direct lending team to facilitate member funding.
• Identify qualified referrals and transition members to the appropriate referral partner (e.g., investments, mortgage, small business).
• Stay abreast of all current and developing products and services offered to members and, when possible, utilize all credit union services to assist members effectively.
• Complete the defined onboarding process to ensure an enhanced member experience.
• Continually survey the branch to ensure zones are functioning and adequately supplied.
• Perform branch-specific duties including, but not limited to, balancing the vault, managing recyclers and coin machines, processing night deposits, ordering and preparing currency, completing audit duties, and assisting with opening and closing the branch as scheduled.
• Actively embrace the universal associate concept by supporting fellow employees, adapting promptly to modifications, promoting a positive team environment in the branch, and working with branch associates to meet goals.
• Other duties as assigned.

Qualifications

Education/Certification

• High School diploma or equivalent.

Required Knowledge

• Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.

Experience Required

• 2+ years of experience in a retail or customer service environment.
• Previous experience in the financial services or credit union industry is highly preferred.

Hard/Technical Skills/Abilities

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Time Management Skills: Ability to manage multiple tasks and projects concurrently, prioritizing work to meet deadlines.
• Sales Skills: Ability to identify members' needs and recommend appropriate financial products and services that align with those needs. Demonstrates confidence in presenting solutions, explaining benefits clearly, and guiding members through the decision-making process.
• Relationship Building: Skilled in building trust, overcoming objections, and creating value-driven conversations that result in long-term relationships and increased product adoption. Establish strong positive relationships within the branch and across departments to ensure seamless operations in support of meeting member needs and delivering product/service solutions.
• Problem Solving: Ability to quickly assess member issues or operational challenges, identify root causes, and implement effective solutions while maintaining compliance with banking regulations. Demonstrate resourcefulness in resolving complex situations, balancing member satisfaction with organizational policies, and escalating issues appropriately when needed.
• Critical Thinking: Skilled in thinking critically under pressure and adapting solutions to meet both member and business needs.
• Customer Service Skills: Ability to deliver exceptional service by actively listening to member needs, providing accurate information, and resolving issues promptly and professionally. Demonstrates empathy, patience, and a positive attitude while ensuring compliance with banking policies. Skilled in creating a welcoming environment that builds trust and strengthens long-term customer relationships.

Working Conditions

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 20 lbs.
• Must be able to stand for long periods of time

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.