Financial Services Consultant

Summary

The Financial Services Consultant 1 contributes to credit union growth and member financial well-being through a member-centric, consultative sales and service approach. This role delivers friendly, accurate service while processing routine member transactions and supporting standard branch activity.

Full-time

The Financial Services Consultant 1 contributes to credit union growth and member financial well-being through a member-centric, consultative sales and service approach. This role delivers friendly, accurate service while processing routine member transactions and supporting standard branch activity.

In addition to routine transactions, the role carries entry-level sales goals and requires proactive outreach to members, including occasional outbound calling, to deepen relationships and meet branch objectives. Financial Services Consultant 1s are trained early to support deposit account servicing and origination of standard consumer loans; onboarding is designed to build foundational capability in deposit accounts, consumer loans, and teller transactions within the first several weeks, with skills developing over time through coaching and guidance from more experienced representatives.

Work is completed using defined workflows, checklists, and scripts, with exceptions and non-routine situations escalated as needed.

• Proactively identify member needs and recommend appropriate products and services to strengthen financial relationships; refer more complex needs (including mortgage, advanced business accounts, and investments) to experienced consultants or specialists.
• Work toward individual and branch sales goals by using needs-based conversations and completing proactive outreach, including occasional outbound calling, to follow up on leads, deepen relationships, and schedule appointments as needed.
• Provide friendly, accurate service to members during routine branch transactions, including account inquiries, deposits, withdrawals, and basic account maintenance, following established procedures and guidelines.
• Open new memberships and standard deposit accounts (e.g., checking and savings) in accordance with credit union policies, procedures, and verification requirements.
• Support standard consumer loan origination and servicing, including application intake, documentation, disclosures, and system entry, following established procedures and lending regulations; seek guidance and elevate exceptions as appropriate.
• Follow defined workflows, checklists, and scripts to ensure accurate account opening, documentation, and disclosures; elevate exceptions or non-routine situations to a supervisor or senior staff.
• Educate members on basic digital banking tools and self-service options using standard materials and talking points.
• Support lobby management by welcoming members, assisting with basic inquiries, and scheduling appointments with appropriate staff.
• Perform teller and platform functions as assigned, ensuring accuracy, balancing, and compliance with operational policies and procedures.
• Adhere to BSA/AML, OFAC, and privacy requirements by following established protocols and escalating questions or concerns to a supervisor.
• Participate in training, coaching, and performance feedback to build skills in service delivery, basic sales conversations, and product and system knowledge.
• Work collaboratively with team members and refer members to specialized teams (e.g., mortgage, investments, business services) when needs fall outside the scope of routine service.

Prior customer service experience required; experience in a financial institution, hospitality, restaurant, or retail sales environment preferred.

Exposure to…