Summary

The Financial Services Consultant 2 applies working knowledge of branch tools, products, and processes to meet a steady workload and serve members with minimal supervision. This role contributes to credit union growth and member financial well-being through a member-centric, consultative sales and service approach, supporting membership growth, deposit solutions, and standard consumer lending.

The FSC 2 supports branch performance through proactive outreach (including outbound calling as needed), referrals, and by sharing knowledge and providing informal guidance to newer consultants.

Essential Functions

• Provide friendly, accurate service to members during a broad range of branch transactions, including account inquiries, deposits, withdrawals, and 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.
• Originate, process, and support the closing of standard consumer loans (auto, personal, credit cards, etc.) following established procedures and lending regulations; seek guidance and escalate exceptions as appropriate.
• Proactively identify member needs through consultative conversations and recommend appropriate products and services to strengthen 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 completing proactive outreach, including outbound calling, to follow up on leads, deepen relationships, and schedule appointments as needed.
• Independently resolve routine issues and manage moderately complex member requests by using judgment within established frameworks; recognize risk and escalate higher-risk, ambiguous, or non-routine situations to a supervisor or senior staff.
• Prioritize assigned work, balance competing demands, and maintain timely follow-through on member requests and documentation to support service levels and branch objectives.
• Educate members on digital banking tools and self-service options using standard materials and talking points; support adoption in routine interactions.
• Perform teller and platform functions as assigned, ensuring accuracy, balancing, and compliance with operational policies and procedures.
• Support lobby management by creating a welcoming environment, assisting with inquiries, and scheduling appointments as needed.
• Apply BSA/AML, OFAC, and privacy standards consistently in all member interactions and transactions and escalate concerns when appropriate.
• Contribute small improvements to workflows, job aids, and checklists by identifying recurring issues and sharing feedback with supervisors and peers.
• Support team effectiveness by sharing information and best practices with peers and assisting newer consultants as needed, reinforcing service and compliance expectations.

Qualifications

Experience

• Minimum of 1 year of directly relevant experience in financial services, banking, or a customer-facing, goal-oriented service/sales environment.
• Demonstrated ability to consistently deliver strong service and work toward sales goals with minimal supervision, typically through successful performance at the Financial Services Consultant 1 level.
• Experience handling routine account servicing, account opening, and/or consumer lending activities while following defined procedures and compliance requirements.
• Preferred:
• Proven success in proactive outreach, appointment setting, and referral management.
• Consumer loan origination experience with documented accuracy in documentation and disclosures.
• Experience supporting peers through informal mentoring or on-the-job training.

Education

• High school diploma or GED equivalent.

Knowledge

• Working knowledge of deposit products, account servicing, and digital banking tools, with the ability to explain features and benefits and support adoption in routine interactions.
• Working knowledge of standard consumer lending processes, documentation, and disclosures, with the ability to originate and process standard consumer loan applications within established procedures.
• Understanding of compliance and regulatory requirements applicable to the role (including BSA/AML, OFAC, and privacy) and the ability to recognize risk and escalate concerns appropriately.
• Confident using required branch systems and tools (core platform, digital channels, Microsoft Office, and related applications) to research, document, and complete work; able to troubleshoot minor issues independently.
• Understanding of needs-based sales and service principles in a goal-oriented environment, including proactive outreach and referral practices.
• Ability and willingness to learn new products, systems, procedures, and regulatory updates and apply them accurately.

Skills/Abilities

• Strong interpersonal and consultative communication skills, with the ability to build rapport, ask questions, and recommend appropriate solutions.
• Ability to manage a steady workload with variability, prioritize tasks, and maintain timely follow-through on multiple member requests.
• Ability to independently resolve routine issues and apply judgment within established procedures; recognizes when to escalate higher-risk, non-routine, or ambiguous situations.
• Demonstrated ability to work toward individual and branch sales goals, including completing proactive outreach and tracking referrals.
• Strong attention to detail and documentation accuracy, including completing forms, disclosures, and system entries in compliance with standards.
• Dependable team contributor who shares knowledge, supports peers, and provides informal mentoring to new team members.
• Comfort with technology and the ability to troubleshoot minor tool/system issues and identify when additional support is needed.
• Professionalism, integrity, and sound judgment when handling confidential member information and performing cash-handling responsibilities.

Physical Requirements/Work Environment

• Prolonged periods of sitting and standing while working at a desk, workstation, or service counter. 
• Frequent use of a computer, telephone, and standard office equipment. 
• Regular interaction with members and coworkers in a retail branch environment. 
• Ability to lift, carry, or move up to 20 pounds on occasion (e.g., supplies or documents). 
• Fine motor skills required for cash handling, keyboarding, and document processing. 
• Visual acuity sufficient to read screens, printed materials, and financial documents. 
• Ability to work in a fast paced, member focused environment with frequent interruptions while following established procedures and workflows, and handling somewhat complex transactions and requests. 
• May require flexible scheduling based on branch needs, including evenings or weekends.