Member Consultant - Shawnee Job Shawnee area,Oklahoma USA,Customer Service/HelpDesk

Position: Full-Time Member Consultant - Shawnee

Job Title

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.

Essential Functions

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 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 project and teams as assigned.

Perform other duties and responsibilities as assigned.

Knowledge, Skills, Abilities and Personal Characteristics

Knowledge of:

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 members 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

Qualifications

Critical Development Experiences:
Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable…