Member Solutions Consultant

ACCOUNTABILITY

The branch-based Member Solutions Consultant (MSC) is able to meet all member needs within a branch. The MSC will perform a variety of duties, guiding members through the full-range of their requests, from basic teller transactions, to complex credit requests. The MSC will partner with other branch staff to easily transition between responsibilities, depending on branch traffic flow and member needs. The Member Solutions Consultant will utilize a consultative approach to building long-term relationships with members, and recommend financial solutions based on each member’s unique financial needs. This role will also support the branch staff and branch operations when the Branch Manager is out of the office.

PRIMARY RESPONSIBILITIES

• Promote credit union products and services based on member needs that transpire from member interviews.
• Maintain current knowledge of all credit union’s services and policies.
• Maintain knowledge of competitor’s rates, terms, etc., as well as internal trends relating to lending.
• Counsel members on interest rates and cross-sell services offered at the credit union.
• Open new share accounts and certificates. Assist members in the completion of Individual
• Retirement Account and Share Certificate applications.
• Process new account information including ordering checks, verifying eligibility, checking for appropriate signatures, filing cards, mailing welcome letters, etc.
• Process membership cards for members.
• Print starter or temporary checks for members.
• Assist members with Instant Issue ATM cards.
• Assist members with wire transactions.
• Assist members in closing accounts.
• Assist members with discrepancies and complaints. Make corrections and refunds on accounts if necessary.
• Ensure accurate processing of loans by making sure that each one is properly documented, closed, disbursed, coordinated, and filed.
• Process consumer loan applications. Pull credit reports for all accounts, verify debts, estimate monthly payment for any outstanding debts not listed and add them to debts on application.
• Communicate loan applications and/or information to members and prospective members.
• Look up NADA values and provide quotes to members.
• Assist member with information as to the status of pending loans. Explain reasons for denial and explore options for members when loans are denied.
• Assist members in filing debt protection, credit disability, and credit life

insurance claims.

• Ensure that all information and transactions regarding credit union members are kept confidential.
• Enforce strict adherence to established security procedures.
• Assist branch staff and members in the absence of the Branch Supervisor. May include opening and closing branch location, and assisting with branch balancing functions.

ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable credit union policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from their superiors or management.

1. Counsel members on interest rates and cross-sell services offered at the credit union.

2. Open new share accounts and certificates. Assist members in the completion of Individual Retirement Account and Share Certificate applications.

3. Process new account information including ordering checks, verifying eligibility, checking for appropriate signatures, filing cards, mailing welcome letters, etc.

4. Assist members with discrepancies and complaints. Make corrections and refunds on accounts if necessary.

5. Process consumer loan applications.

6. Assist branch staff and members in the absence of the Branch Supervisor.

7. Other duties as assigned.

8. Must demonstrate commitment, dependability, and respect for other employees with regular attendance, punctuality and adherence to agreed-upon schedule of availability.

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

Education/Experience:

A minimum of an associate’s degree plus 1 year experience in business or the equivalent of 3 years work experience in the financial industry.

Competencies (as demonstrated through experience, training, and/or testing):

• Knowledge of credit union policy and procedures.
• The ability to properly address members, by telephone, email and in person.
• Ability to interpret instructions furnished in written, oral, diagrammatical, or schedule form.
• Ability to use personal computers and office productivity software.
• Ability to communicate clearly and concisely.
• Ability to interact effectively at all levels and across diverse cultures.
• Ability to be an effective team member and handle projects responsibly.
• A cooperative, positive attitude in relations with members and other employees.
• Ability to write original correspondence.
• Planning, organizing, and project coordination skills.
• Ability to maintain professional composure when dealing with emotional or confrontational circumstances.
• Courteous telephone manners and proper email etiquette.
• Aptitude for figures and detail work.
• Must be able to speak and understand fluent English.

WORKING CONDITIONS (Physical/Mental Demands)

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

• Maintaining composure in dealing with authorities, executives, staff and members, occasionally under conditions of urgency and in pressure situations.
• Must undergo and meet company standards for background and reference checks.
• Required ability to handle multiple tasks concurrently.
• Computer usage.
• Handling and being exposed to sensitive and confidential information.
• Regular talking and hearing.
• Occasional standing, walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
• Frequently lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.
• Close vision, distance vision, and ability to adjust focus.

Job Type: Full-time

Pay: $34,480.00 - $51,030.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities
• Quarterly bonus

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $34,480 - $51,030