Member Consultant

Job Title

The key purpose of this position is to provide an exceptional in-branch member experience by handling all basic member needs including teller transactions, account maintenance, educating members, making recommendations, and card issues.

Duties and Responsibilities (Essential Functions):

• Responsible for performing a variety of cash and non-cash transactions. This includes:
• Cashing checks
• Receiving deposits
• Processing funds transfers
• Processing loan payments
• Verifying authenticity of negotiable instruments
• Selling cashier's checks, teller's checks, and money orders
• Help with end of day balancing if necessary
• Notary services
• Responsible for assisting members with their account maintenance needs. This can include but is not limited to the following:
• Resolving account discrepancies by performing file maintenance and account changes as applicable (disputes, unauthorized transactions, stop payments, change of address, name changes, wires, add/remove joints and beneficiaries, etc.)
• Educating and helping members with electronic services including automated phone system, Mobile Banking App, Online Banking, MRDC, etc.
• Research and resolve account issues
• Responsible for performing various card (ATM and Debit) related functions. This includes:
• Creating, blocking, and activating credit cards, ATM cards, or EMV debit cards
• Maintaining an accurate log of cards processed, destroyed, and received
• Researching fraud, transaction history, payments, and purchases
• Completing loss and stolen reports as needed
• Act as a liaison between member and Card Services department
• Balancing instant issue card machine and doing card stock inventory daily
• Referrals: Maintain and deepen relationships with credit union members
• Identify needs and refer members to Purdue Fed team members who have expertise in those products and services
• Encourage members to use self-service banking solutions

Additional Requirements:

• Analytical Skills - Ability to analyze applications, reports, data, and documents required to continue the request (CIP, credit reports, etc.)
• People Skills - Ability to quickly and effectively build relationships through listening and interacting with members and associates.
• Problems Solving Skills - To effectively and efficiently arrive at a solution to various problems encountered.
• Communication Skills - Being able to discuss items with members and co-workers in a clear and precise manner while being an active listener.
• Interpersonal Skills - Working as part of a team to build positive work relationships and experience, serve members and achieve branch goals.
• Multi-tasking Skills - Prioritizing and working on multiple tasks as required in a timely manner.
• Mathematical Skills - To ensure calculations are done correctly by using basic mathematical skills.
• Cash Handling Skills - Being able to handle high volume of cash through the workday.
• Microsoft Office Skills - To create documents, letters, spreadsheets, send/receive emails, etc.
• Company Specific Software - Fiserv, DocuSign, Meridian Link, and others
• Basic Compliance - BSA, MLA, etc.

Qualifications

Education:

• Required: High School Diploma or Equivalent or better in Other.

Experience:

• Required: 1 year: Direct customer-service and/or sales experience
• Preferred: Previous retail banking is a plus