What are the responsibilities and job description for the Member Service Consultant position at Rize Beyond Banking?
Are you passionate about delivering exceptional customer service and building meaningful relationships? Rize Credit Union is looking for a Member Service Consultant to join our team in our Ontario branch! In this role, you will assist members both in person and via video, providing financial solutions that enhance their banking experience.
The Member Service Consultant (MSC) plays a key role in providing outstanding service while performing a variety of financial transactions and account services in person or via video. You will be responsible for managing lobby traffic, opening and servicing consumer and business accounts, and proactively offering credit union products and services to deepen member relationships. Additionally, you will take ownership of your workload to meet sales and service goals, and may assist with branch operations, including opening and closing procedures.
Schedule
Tuesday – Friday: 8:45 AM - 5:15 PM
Saturdays: 8:45 AM - 1:15 PM (Required)
Key Responsibilities
Open and maintain consumer and business accounts, providing financial counseling and recommending relevant products and services.
Process various account transactions, such as address updates, disputes, check and card orders, IRA maintenance, deposits, and payments, utilizing remote service options when possible.
Educate members on digital banking tools to enhance their service experience.
Make informed decisions regarding fee reversals, service recovery, and provisional credits within established authority limits.
Proactively contact current and potential members via phone or email to discuss products and services.
Manage lobby traffic, greeting members warmly and engaging in conversations to identify their needs.
Serve as a trusted advocate for members, resolving account issues promptly and effectively.
Maintain a deep knowledge of all credit union products and services, proactively educating members on relevant solutions.
Connect members with internal (e.g., video kiosks) and external partners (e.g., insurance and wealth management services) when appropriate.
Participate in branch and community development activities as needed.
Follow up on member inquiries and ensure timely resolution.
Process financial transactions accurately and in compliance with credit union policies.
Assist with branch operations, including opening, closing, and supporting other departments when necessary.
Qualifications & Skills
Education: High school diploma or GED required.
Experience: Minimum one year of sales or retail experience in a fast-paced customer service environment.
Technical Skills:
Proficiency in PC navigation, internet browsing, and Microsoft 365 (Outlook, Teams, Word, Excel).
Familiarity with smartphone applications and digital banking platforms.
Interpersonal Skills: Strong communication, courtesy, and tact when engaging with members and colleagues.
Customer Service & Sales: Ability to anticipate member needs, offer creative solutions, and recommend appropriate products and services.
Time Management: Punctuality, reliability, and the ability to manage and prioritize multiple tasks effectively.
Ability to sit, stand, walk, reach, and use hands and fingers for extended periods.
Occasionally required to lift and move up to 50 pounds.
Moderate noise level typical of a financial institution environment.
Reasonable accommodations will be made for individuals with disabilities.
At Rize Credit Union, we are committed to creating a positive and supportive workplace where our team members thrive. If you are a motivated, service-focused professional looking to grow your career, apply today!
Rize Credit Union is an equal opportunity employer.
