Member Experience Consultant - Russell Branch

Member Experience Consultant

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

ACU has an exciting opportunity for a Member Experience Consultant to join our Member Experience Department in Russell, KY. This position is to assist Ashland Credit Union (ACU) in living out its mission of "embolden our members to reach higher, achieve more, and take control of their financial future." A key component to this is providing outstanding service to both internal and external members. This position will understand and execute on ACU's strategic mission through the consistent application of policy, procedures, member experience behaviors, and financial wellness conversations.

Job Responsibilities:

• Engage members through active listening to accurately identify their financial needs and recommend appropriate products, services, or solutions.
• Create a great member experience and solidify ACU loyalty by effectively responding to member needs with both service and sales channels. This includes being proactive with members and offering solutions to members as they related to their relationship with ACU.
• Identify and mitigate risk by following all security, compliance, and operational policies, exercising sound judgment, and maintaining confidentiality at all times.
• Be a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
• Actively participate in all required compliance and behavioral skill training that equip one for excellent job performance.
• Utilize available resources such as outbound calls, financial wellness conversations, targeted outreach campaigns and center of influence activities to capitalize on each member interaction.
• Perform additional responsibilities or projects as assigned by senior leadership or management to support branch and organizational goals.

Education & Experience Requirements:

• High School Diploma or Equivalent
• Cash handling experience (banking, tellering, balancing)
• Excellent verbal communication skills (around consumer lending, financial conversations)
• Problem solving skills
• Ability to work effectively in a fast-paced environment, manage multiple priorities, and maintain accuracy

Required Skills & Abilities:

• Ability to work Monday thru Thursday 8:30 am to 5:00 pm and Friday 8:30 am to 6:00 pm

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.