Member Consultant

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Our culture is not just a poster in the hallway; it is a guiding principle we live by each and every day, one we carry forward even as our work changes around us. Non-stop change is part of our path, and we meet it by simplifying, not just doing more.

That means this role is expected to accept and adopt High Tech, High Touch practices using artificial intelligence and other digital tools to simplify outdated, low-value work so technology handles the routine, freeing us to stay present for what only a person can do: building relationships, solving complex problems, and responding with genuine care. Digital tools don’t replace those relationships; they remove the barriers that get in their way.

Central to this commitment is our cross-functional employee team, known as our  Culture Crew , dedicated to fostering community through engaging activities, reinforcing our cultural values, and ensuring their continuous integration into our daily operations. We define our culture according to our cultural pillars of:

• Membership Centric
• People Focused
• One Team
• Personal Achievement

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.

May include any and/or all of the following:

• Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
• Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
• Provide in lobby and consumer lending assistance by processing loans and working with members.
• Process transaction requests by credit union members
• Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
• Evaluate and decision the closings of accounts or decisioning 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 decision 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 i.e. account balancing, spending management, improving credit, etc.
• 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 member to determine extent of situation and action steps to take 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 consultants desks as directed by manager
• 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…