Position Title: Member Services Consultant Department: Branch
Classification: Non-Exempt Approved By: Human Resources
Position Reports To: Branch Manager
Positions Supervised: None
Responsible for performing a broad variety of member services include but not limited to; opening and closing accounts, take, process and close loan requests. Assists members with bookkeeping and digital services issues. Listen to members’ needs and offer smart financial solutions via credit union products and services.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
a. Identifies and cross sells appropriate deposit, loan and digital products by assessing members’ financial needs and offering suitable products.
b. Knowledgeable of products and services. Has the ability to problem solve and provide thoughtful solutions to member’s financial and digital needs.
c. Takes consumer and home equity loan applications, processes loans, prepares loan documents and closes
loans. Assists team members with loan closings and member inquiries. Performs account maintenance and account changes.
d. Performs teller transactions.
e. Opens, closes and maintains IRA/HSA accounts.
f. Meets individual and credit union goals on a consistent basis. Follows established Values Based service goals.
2. Assumes responsibility for establishing and maintaining effective, professional business relations with members.
a. Members problems or questions are courteously and promptly resolved. Follow-up is provided as needed.
b. Keeps members informed of Credit Union services and policies.
c. Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account
d. Keeps up to date on credit union regulations, policies, and procedures.
3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area
personnel and management.
a. Assists area personnel as required.
b. Keeps supervisor informed of area activities and significant problems.
c. Completes required reports and records accurately and promptly.
d. Provides feedback to supervisor on Credit Union programs and promotions.
4. Assumes responsibility for related duties as required or assigned.
a. Actively and professionally cross sells Credit Union services.
b. Performs related clerical duties accurately.
c. Ensures that work area is clean, and well maintained. Desk area is secure in accordance to the Clean Desk Policy.
d. Attends meetings and training as required.
1. Member services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with members. Member problems or questions are courteously and promptly resolved.
3. Good working relationships and coordination exist with area personnel and Management. Appropriate assistance is provided to area staff as needed. Supervisor is appropriately informed of area activities.
4. Required reports and records are accurate, complete, and timely.
5. Works with team to ensure production goals are met.
6. The Credit Union's professional reputation is maintained and conveyed.
7. Members’ problems or questions are courteously and promptly resolved.
Enthusiasm & Positivity: One’s own sense of pride and a positive attitude within the workplace/openness to being part of a team.
Creating Partnerships: Creating collaborative relationships based on trust, and mutual understanding to achieve shared goals.
Creativity & Adaptability: Finding creative solutions, supporting innovation and improvement opportunities and willing to be agile.
Commitment to Learning & Growth: Growing your knowledge and skill sets to meet and exceed the expectations of your position and our organization.
Integrity & Ethics: Serving our members and work partners honestly while upholding compliance, fairness and cultivating relationships based on trust.
This position requires registration under the National Mortgage Licensing System (NMLS) as a Mortgage Loan Officer (MLO).
High school graduate or equivalent level of experience
Thorough knowledge of member services and products provided.
Basic understanding of credit union philosophy and operations.
One to three years of experience at a full service financial institution.
Excellent communication and member service skills. Professional appearance, dress, and attitude.
Ability to operate related computer software.
Attention to detail and time management skills.
Ability to work independently and as part of a team. Solid math and bookkeeping abilities.
For the Health and Safety of our Workforce, proof of COVID-19 vaccination is required upon hire.
No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Ability to perform basic math skills and to use decimals to compute ratios and percents, and to draw and interpret graphs.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
After careful analysis and review, I agree to the duties and responsibilities listed in the aforementioned job description: