Member Consultant- Floater

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This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service when assisting members with deposit-related and consumer-lending products by identifying member needs.

• Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
• Originate, evaluate, authorize, process, and disburse consumer loans within authority.
• Provide lobby and consumer lending assistance by processing loans and working with members.
• Process transaction requests by credit union members.
• Evaluate and decide in lobby account openings, including mortgage accounts, balancing service to the member and risk to the credit union.
• Evaluate and decide on the closing of accounts or the reopening of a closed account, balancing service to the member and risk to the credit union.
• Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
• Analyze and decide waiving of penalties and fees.
• Perform other member service duties including but not limited to: redeeming savings bonds, researching member inquiries, performing notaries, etc.
• Process and print new and replacement cards.
• Counsel members on account management and provide guidance, information, and tools as needed (e.g., account balancing, spending management, improving credit).
• Have a good working knowledge of our products and services and the benefits they provide to members.
• Offer products and services to members, explaining how the recommendation will benefit them.
• Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH, and account takeover. Complete documentation, working with the member to determine the extent of the situation and action steps to correct/minimize loss and risk to both the member and the credit union.
• Assist members with questions regarding their mortgage, credit cards, and credit resolution issues, etc.
• Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
• Rotate between assisting credit union members from the teller line and member consult desks as directed by management.
• Perform opening and closing duties ensuring all security measures and procedures are adhered to on a daily basis.
• Provide assistance to outside branches and other departments with questions.
• Successfully complete all applicable compliance training and testing.
• Participate in business development activities including community partner relations.
• Assist Spanish‑speaking members when applicable.
• Assist in Contact Center as assigned.
• Participate in ongoing training to ensure proper procedures are implemented and followed.
• Assist with approving and evaluating transactions for others and providing overrides.
• Assist members in opening, closing, and accessing safe deposit boxes while ensuring the security of the safe deposit area, including monitoring access and maintaining confidentiality.
• Participate on projects and teams as assigned.
• Perform other duties and responsibilities as assigned.

• Modern office equipment.
• Technology and various software programs the Credit Union utilizes to do business with its members.
• Credit Union products and services.
• Member Service functions, operations, regulations, and procedures to process member requests and answer questions.
• Ability to:
  • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form.
  • Organize and prioritize in order to meet deadlines.
  • Solve practical problems and deal with variables in situations.
  • Write routine reports and correspondence and speak effectively before members and employees.
• Skill in:
  • Excellent communication and interpersonal skills to effectively work with members and co‑employees.
  • Typing and personal computer skills.

Critical Development Experiences:
Pursue opportunities for professional growth and…