Senior Member Relationship Consultant

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Full Time Clerical Kakaako Branch, Honolulu, HI, US

20 days ago Requisition

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.

• 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.

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

• 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

• Sitting for…