Financial Services Consultant 1

Sunward Federal Credit Union•Albuquerque, NM

2d•Onsite

About The Position

The Financial Services Consultant 1 contributes to credit union growth and member financial well-being through a member-centric, consultative sales and service approach. The role provides friendly, accurate service while processing routine member transactions and supporting standard branch activity. The position has entry-level sales goals and requires proactive member outreach, including occasional outbound calling, to deepen relationships and meet branch objectives. The consultant supports deposit account servicing and the origination of standard consumer loans. Onboarding builds foundational capability in deposit accounts, consumer loans, and teller transactions during the first several weeks, with skills developing through coaching and guidance from more experienced representatives. Work follows defined workflows, checklists, and scripts, with exceptions and non-routine situations escalated as needed.

Requirements

Prior customer service experience is required.
High school diploma or GED equivalent.
General understanding of customer service and relationship-focused interactions, or ability to learn through training and coaching.
Willingness and ability to learn account-opening procedures, basic consumer lending processes, and applicable regulatory requirements while following established guidelines.
Comfort with entry-level sales expectations and occasional outbound calling as part of proactive member outreach.
Familiarity with Microsoft Office applications, digital technology, online tools, and electronic communication, or ability to learn required systems.
Strong interpersonal and communication skills for positive, service-focused conversations using scripts, prompts, and standard talking points.
Ability to learn and follow procedures, workflows, and checklists while maintaining accuracy and attention to detail.
Basic problem-solving skills, including resolving straightforward issues and escalating non-routine situations.
Professional and composed when handling routine member questions and concerns, with willingness to seek guidance when needed.
Awareness of accuracy, confidentiality, and ethical conduct when handling member information.
Reliability and ability to work independently on assigned tasks and collaboratively as part of a team.
Adaptability and willingness to learn new products, systems, and processes.
Comfort working in a service- and results-focused environment involving basic sales conversations, account opening, cash handling, and compliance requirements under supervision.

Nice To Haves

Experience in a financial institution, hospitality, restaurant, or retail sales environment.
Exposure to sales or service in a goal-oriented environment, including proactive outreach or call campaigns.
Previous experience in a consultative sales role or consumer lending environment.
Exposure to sales or service principles in a goal-oriented environment.

Responsibilities

Identify member needs and recommend appropriate products and services; refer complex needs to experienced consultants or specialists.
Work toward individual and branch sales goals through needs-based conversations and proactive outreach, including occasional outbound calls to follow up on leads, deepen relationships, and schedule appointments.
Provide accurate service during routine branch transactions, including account inquiries, deposits, withdrawals, and basic account maintenance.
Open new memberships and standard deposit accounts, such as checking and savings, in accordance with policies, procedures, and verification requirements.
Support standard consumer loan origination and servicing, including application intake, documentation, disclosures, and system entry; seek guidance and escalate exceptions.
Follow established workflows, checklists, and scripts for accurate account opening, documentation, and disclosures; escalate non-routine situations.
Educate members about basic digital banking tools and self-service options using standard materials and talking points.
Support lobby management by welcoming members, assisting with basic inquiries, and scheduling appointments with appropriate staff.
Perform teller and platform functions as assigned, ensuring accuracy, balancing, and compliance with operational policies and procedures.
Follow BSA/AML, OFAC, and privacy protocols and escalate questions or concerns to a supervisor.
Participate in training, coaching, and performance feedback to develop service, basic sales, product, and system skills.
Collaborate with team members and refer members to specialized teams when their needs fall outside routine service.