Senior Member Relationship Consultant

Job Description

Job Description

The Senior Member Relationship Consultant (SMRC) delivers excellent member experience by building trusting relationships with consumer and business members, taking a consultative approach, and making relevant recommendations that meet member’s needs. Their primary focus is nurturing member’s relationships and helping them on their life matters financial wellness journey through outbound business development activities. Their expertise extends to managing lending applications, requiring NMLS certification for this responsibility.

Key Responsibilities

• Represent the credit union’s values and mission in daily interactions, contributing to a positive organizational culture.
• Understand the role in sales growth and meet branch-assigned and individual goals.
• Build, develop, and expand member relationships through needs-based assessments to identify and recommend deposit and lending solutions to help members achieve their financial goals.
• Meet with members to understand their priorities, advise them on solutions, and provide a forward-looking financial plan.
• Tailor financial products and services to meet the unique needs of each member.
• Process new memberships (consumer and business), additional share accounts, savings services, loan requests, and loan fundings as requested by the member.
• Guide members through the loan application process, including personal, auto, and home equity loans.
• Analyze credit and financial information for processing of loans including secured loans/lines and other credit union products for members to ensure applicable lending policies and procedures are followed.
• Prepare and process loan and deposit documents, ensuring accuracy and completeness.
• Make outbound calls to grow and manage a pipeline of opportunities.
• Demonstrate and educate alternative channels such as online, mobile, and digital solutions.
• Leverage opportunities to cross-sell other credit union products and services.
• Participate and help lead product knowledge and sales meetings.
• Assist with developing and coaching team members skills and knowledge.
• Assist in educating on all credit union products and services, including trusts, loans, mortgages, and insurance services.
• Uncover member needs and refer to business partners.
• Develop strong partnerships with Investment Consultants, Mortgage Loan Officers, Business Relationship Officers, and Business Development Officers.
• Seek and develop relationships with COI’s in the community for referral opportunities.
• Perform complex research and customer inquiry resolution, in absence of management.
• Proactively engage and participate in outreach activities such as going to networking meetings, chamber of commerce events or community functions.
• Remain current on the HawaiiUSA guidelines, policies, and procedures.
• Comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
• Address and resolve member concerns and discrepancies in transactions with empathy, referring complex issues to senior employee when necessary.
• Meet daily operational goals and provide consistent member service.
• Analyze complex financial situations and offer practical, effective solutions.
• Commit to ongoing professional development and stay current with industry changes and advancements.
• May perform notary services
• Perform other duties as assigned.

Qualifications & Experience

• High School Diploma or GED required.
• Demonstrated experience working within retail banking regulations.
• Demonstrated experience with workplace retail banking software.

Preferred Qualifications & Experience

• Three to five years of previous sales and service experience preferred
• NMLS (or willing to obtain within the first 12 months of employment)
• Notary Public (or willing to obtain within the first 12 months of employment)
• Certified Credit Union Financial Counselor

Minimum Physical & Other Requirements:

• Sitting for prolonged periods at a desk working on a computer
• Standing for prolonged periods of time in a stationary position.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.
• We'll make reasonable accommodations for qualified applicants and employees with disabilities.

Benefits & Pay:

The expected pay for the Senior Member Relationship Consultant is $28 per hour.

This pay reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. Offered pay may vary depending on the candidate’s experience, skills, and other relevant factors.

We cover 100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

About Company:

HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources. Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.

Make a difference one life at a time!