Member CARE Rep III

WeStreet Credit Union•Tulsa, OK

About The Position

The Member CARE Rep III supports credit union members by opening and modifying membership accounts, addressing financial questions, processing consumer loan applications, and providing account services by phone and online. The role uses consultative selling to identify members’ financial needs, offer relevant solutions, and refer members to specialized credit union areas. It also includes proactive outbound sales calls, handling escalations and follow-ups, mentoring peers, and reviewing peers’ work for accuracy. The representative must meet performance and quality goals and comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.

Responsibilities

Open new membership accounts and make member-directed account modifications.
Use consultative selling techniques to assess members’ financial needs, provide solutions, and make referrals to specialized credit union areas based on perceived and unperceived needs.
Process signature, vehicle, and credit card loan applications online or over the phone.
Address questions related to IRAs, Certificates, and Trust Funds.
Stay up to date on consumer lending products, including some equity products, and read, understand, and interpret credit reports.
Make proactive outbound sales calls to inform members about financial services solutions and deepen member relationships.
Demonstrate job knowledge and mentor peers.
Review peers’ work for accuracy and communicate needed corrections positively and professionally.
Handle escalated calls and follow-ups as required.
Achieve and maintain required performance goals and quality measurements.
Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.
Answer phone calls in a timely and professional manner.
Resolve member inquiries regarding account activity and balances; transfer funds between accounts; process wire transfers and stop payments; order checks; process checks by phone; and handle debit/ATM card processing.
Perform other duties as assigned.