Member Consultant II

The Member Consultant II (MC II) provides an elevated level of service by handling more complex member needs, including opening and closing accounts, processing most consumer loan requests, card services, and advanced account maintenance. In addition to delivering an extraordinary member experience, the MC II serves as a universal employee capable of supporting members through multiple stages of their financial journey.

This role requires greater autonomy, confidence, and technical expertise in order to educate members, make appropriate recommendations, and cross-sell products and services.

• Deliver a seamless, personalized, and friction-free member experience across account, loan, and service interactions.
• Resolve escalated questions, provide financial education, and guide members through product options.
• Engage members in meaningful conversations to uncover needs and recommend appropriate solutions.

• Open, close, and reinstate accounts while completing CIP requirements.
• Perform complex maintenance such as disputes, unauthorized transactions, stop payments, beneficiary changes, and account number changes.
• Troubleshoot digital/mobile banking issues and assist members with adoption.
• Interview members to gather information, assess needs, and recommend appropriate loan products.
• Collect supporting documentation and prepare complete loan files for underwriting.
• Communicate loan decisions clearly and professionally.
• Process approved loans with accuracy and ensure members receive required disclosures.
• Maintain strong understanding of credit reports, income verification, and lending guidelines.
• Process card activations, replacements, blocks, and lost/stolen reports.
• Research fraud claims, transaction history, and exceptions.
• Balance instant-issue card equipment and maintain accurate inventory.

• Interview members to gather information, assess needs, and recommend appropriate loan products.
• Collect supporting documentation and prepare complete loan files for underwriting.
• Communicate loan decisions clearly and professionally.
• Process approved loans with accuracy and ensure members receive required disclosures.
• Maintain strong understanding of credit reports, income verification, and lending guidelines.

• Process card activations, replacements, blocks, and lost/stolen reports.
• Research fraud claims, transaction history, and exceptions.
• Balance instant-issue card equipment and maintain accurate inventory.

• Maintain advanced knowledge of products, services, lending, systems, and compliance.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to role, department, compliance, and credit union’s mission.

• Strong commitment to exceptional, effortless member experience.
• Intermediate skill in account maintenance, CIP, and digital banking support.
• Ability to learn and explain credit union products in a consultative manner.
• Strong analytical, problem-solving, and documentation skills.
• Excellent communication skills; able to explain complex information clearly.
• Proficiency in Fiserv/DNA, Meridian Link, Docu Sign, and Microsoft Office.
• Ability to manage multiple priorities with accuracy and professionalism.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.