Member Experience Consultant II - eBranch in Hartford

Ebranch Member Experience Consultant Ii

Be the trusted guide members count on-wherever they bank

Every member interaction is an opportunity to make banking easier, build trust, and help someone move closer to a financial goal. As an eBranch Member Experience Consultant II, you'll deliver exceptional service through the contact center and digital channels, including ITMs, email, and text messaging. You'll process transactions, support account requests, recommend appropriate financial solutions, and develop proficiency in consumer loan origination.

Members turn to the eBranch for everyday transactions, account support, and important financial decisions. You'll build relationships by understanding each member's needs, providing straightforward guidance, addressing questions and concerns, and connecting them with products and services that support their financial goals without requiring an in-person branch visit.

• Provide friendly, efficient, and accurate service through the contact center, including phone, ITM, email, and text messaging, while maintaining a professional and welcoming member experience.
• Process contact center and ITM virtual teller transactions, including account inquiries, fund transfers, payments, deposits, withdrawals, and loan payments, with precision and attention to detail.
• Educate members about financial products and services, explain features and benefits, identify needs, and confidently recommend solutions that support their financial goals.
• After demonstrating proficiency, guide members through consumer loan origination, excluding real estate loans. Explain available options and support members throughout the application process.
• Address and resolve member questions and issues by providing thorough, accurate information and practical solutions that enhance the member experience.
• Promote credit union products and services, identify opportunities to deepen member relationships, contribute to eBranch sales goals, and actively seek referrals that support membership growth.
• Follow all policies, procedures, regulatory requirements, BSA and OFAC requirements, and security standards to maintain compliance and operational integrity.
• Stay current on contact center systems, digital and ITM technology, financial products, services, policies, procedures, and industry developments; participate in team meetings and training and support a positive eBranch environment.

Members receive friendly, accurate, and timely service across phone, ITM, email, and text interactions. You process transactions and requests with minimal errors, resolve concerns effectively, identify opportunities to meet members' financial needs, contribute to eBranch sales and referral goals, maintain compliance, and support a positive and productive team environment.

You may be a strong fit if you:

• Build trust through friendly, professional service and clear communication across contact center and digital channels.
• Thrive in a fast-paced environment while managing phone, ITM, email, and text interactions accurately and efficiently.
• Listen for member needs and confidently recommend products and services that align with their financial goals.
• Take ownership of member questions and issues, using sound judgment to reach accurate and timely resolutions.
• Adapt to changing member needs, policies, procedures, systems, and technology.
• Work collaboratively with teammates and remain committed to continuous learning, including the development of consumer loan origination skills.

• High school diploma or equivalent.
• Two to four years of retail banking or financial services experience in a contact center environment required.
• Strong communication, interpersonal, problem-solving, and relationship-building skills.
• Ability to manage multiple tasks efficiently in a fast-paced environment and deliver accurate, member-focused service.
• Basic knowledge of financial products and services and the ability to identify member needs and recommend appropriate solutions.
• Proficiency in computer applications, banking software, contact center systems, digital and ITM technology.
• Commitment to professionalism, accuracy, compliance, confidentiality, and Dutch Point Credit Union Member Service Standards.
• Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.

• Associate degree in business, finance, or a related field.
• Loan origination experience, or willingness and ability to develop proficiency within the first year of employment.
• Experience providing service through multiple contact center and digital channels, including phone, ITM, email, or text messaging.

This position is designed for a financial services professional who is ready to support a broad range of members independently through the eBranch. You will combine transaction processing, account support, relationship-building, product recommendations, issue…