Member Experience Consultant

General Purpose

Responsible for providing outstanding lending and member service while actively encouraging and educating members on utilization of ITMs and other credit union products and services.

• Welcome members to the branch and guide them to the ITMs when appropriate. Provide education for using the ITMs.
• Perform teller transactions, including change orders and business deposits.
• Perform member service tasks daily: opening new consumer and youth memberships, maintaining all account types, processing credit card applications, assisting members with online banking support, instant issue and member select PIN requests, quick draw loans, wire transfers, notaries, ordering checks, updating address and phone number, opening certificates and sub‑share accounts, changing account types, funding personal and auto loans, and closing memberships.
• Provide information and take applications for consumer loans (auto, recreational vehicle, personal, credit cards, secured loans) following Credit Union procedures and policies; follow‑up and maintain pending loan queue; assist members with loan payment issues.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect teller, member services, and lending functions.
• Obtain clear title to collateral and handle title and CPI issues; assist members with CPI issues.
• Educate and inform members of all BHFCU products and services, cross‑sell using the ENGAGE model, and make referrals when appropriate.
• Meet production and performance expectations.

• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Request members bring accounts positive and maintain minimum balance requirements; request payments on delinquent loans or over‑limit credit card balances.
• Provide coverage at other branch locations, the contact center, or through other channels as needed.
• Build relationships with local businesses and community organizations under direction of the branch manager or market VP.
• Perform other duties as assigned.

• Laws and regulations affecting teller, member service, and lending transactions.
• General ledger accounts pertinent to the department.
• Credit union’s products and services.
• Organization’s policies/procedures and Credit Union service philosophy.
• Safety and security programs, including information security, alarms, robberies, bomb threats, and extortion.
• In‑house computer system, Internet, and relevant software programs.
• Delivery of the ENGAGE model.
• Opening and closing procedures.

• Vision: sighted person to handle cash transactions and verify financial transactions; ability to complete necessary paperwork.
• Speech/Hearing: ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: ability to perform necessary computer‑related input.
• Physical Mobility: must be able to man teller window and remain standing for prolonged periods.
• Ability to carry bags of coin or other items up to 30lb. occasionally throughout the day.
• Ability to work flexible hours.

• Understand and follow complex written and verbal instructions; disseminate knowledge clearly.
• Operate multiple monitors and software systems simultaneously without interfering with member service.
• Communicate clearly and concisely orally and in writing.
• Interact positively with coworkers, management, and the public, maintaining a positive attitude under pressure.
• Prepare and maintain confidential records and reports.
• Produce high volume of work accurately and on time; prioritize and handle multiple tasks simultaneously.
• Analyze out‑of‑balance situations, statistics, and financial data; develop solutions.
• Work within standardized guidelines with latitude to make decisions and take initiative.
• Use a rational and organized approach to completing tasks.

• Member Experience Consultant I – Two‑year college level of language, math and reasoning skills or equivalent experience; zero to two years of relevant experience preferred; meet essential duties and…