Position Overview:
A Member Consultant interacts with members through a variety of communication channels including: Face to face, Drive Thru, Phones, Mobile Apps, Chat, Text, SMS, and/or Video Banking. In listening to our member’s needs and goals, a Member Consultant recommends different types of consumer lending and account products. Additionally, this role will also assist members with self-serve education, transactions, budgets, account maintenance, and other account related issues.
Duties and Responsibilities:
- Open membership savings, checking, certificates of deposit, Individual Retirement Accounts (IRA), and other credit union accounts or products
- Provide information and recommendations to members concerning services and products, directing them to appropriate person when needed
- Assist members with consumer lending questions and applications
- Listen to member needs, identify, and recommend products and services aligning with member’s needs
- Determine different types of consumer loan and credit options that are available to the member
- Analyze member’s financial situation and credit report to determine if it is in the member’s best interest to approve the loan
- Review loan agreements and gather required documentation and ensure completeness and accuracy in accordance to policy
- Approve loans within specified limits, and refer loan applications outside those limits to management for approval
- Partner with members to understand their financial goals and assist in creating a personal budget to help them achieve those goals
- Proactively reach out to members on products or services that would be a beneficial to help achieve their financial goals
- Assist members with accurately and efficiently processing transactions
- Provide education to members on our self-serve options
- Execute wire or ACH transferring of funds
- Instant issue debit, credit, and gift cards
- Troubleshoot credit or debit card issues, online banking questions, or other general account related questions and issues
- Balance and maintain personal cash drawer and branch vault, and appropriate currency logs if applicable
- Other duties as assigned
Qualifications and Skills:
- 1+ years of customer service or professional experience working with people
- 1+ years of consumer lending experience preferred
- Ability to navigate and resolve complex issues and situations
- Ability to achieve call goals set by leadership
- Basic knowledge of credit and regulatory policy as it relates to consumer lending
- Ability to consistently identify and cross-sell product and service opportunities that will be beneficial to the member
- Strong analytical and decision-making skills required with a high degree of accuracy
- Aptitude to work independently as well as part of a team and ability to collaborate with others
- Strong verbal and written communication skills
- Time Management skills and the ability to prioritize workload based on department and member needs
- Flexibility to adapt and succeed in a dynamic environment
- Ability and drive to provide exceptional service to members and employees
- Intermediate computer skills and the ability to navigate between multiple systems with ease
Workplace Environment:
- Requires face-to-face interaction and coordination of work with other employees, and in-person interaction
- Sitting 70-80% and standing 20-30% which is determined on your rotation within the branch
- Working at a computer 98% of the day
- Utilizing the phone 40-60%
- Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
- Repetitive movements, including but not limited to typing, using a mouse, phones, etc.
- Lift, carry, push or pull up to approximately 50 pounds (cash/coin bags, supplies, etc.)
- Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction
Required Work Schedule: Shifts between 7am – 7pm Monday – Friday and Saturday 7-3. onsite in Bemidji, MN. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.