Member Consultant

Northwestern Ave Branch•West Lafayette, IN

3d•Onsite

About The Position

The Member Consultant provides an exceptional in-branch member experience by handling basic member needs, including teller transactions, account maintenance, member education, recommendations, and card-related issues. The role performs cash and non-cash transactions, assists with account maintenance and research, supports card services, and identifies member needs to make referrals to appropriate credit union team members. The position also encourages members to use self-service banking solutions.

Requirements

Ability to analyze applications, reports, data, and documents, including CIP and credit reports.
Ability to build relationships with members and associates through listening and interaction.
Problem-solving skills to reach effective and efficient solutions.
Clear, precise communication and active-listening skills.
Interpersonal skills and ability to work as part of a team to serve members and achieve branch goals.
Ability to prioritize and handle multiple tasks in a timely manner.
Basic mathematical skills to perform calculations accurately.
Ability to handle a high volume of cash throughout the workday.
Microsoft Office skills, including creating documents, letters, and spreadsheets and sending and receiving email.
Ability to use company-specific software, including Fiserv, DocuSign, and Meridian Link.
Basic compliance knowledge, including BSA and MLA.

Responsibilities

Perform cash and non-cash transactions, including cashing checks, receiving deposits, processing funds transfers and loan payments, verifying negotiable instruments, and selling cashier’s checks, teller’s checks, and money orders.
Assist with end-of-day balancing as needed and provide notary services.
Resolve account discrepancies through applicable file maintenance and account changes, including disputes, unauthorized transactions, stop payments, address and name changes, wires, and changes to joint owners or beneficiaries.
Educate and assist members with electronic services, including the automated phone system, Mobile Banking App, Online Banking, and MRDC.
Research and resolve account issues.
Create, block, and activate credit cards, ATM cards, and EMV debit cards.
Maintain accurate logs of cards processed, destroyed, and received; research fraud, transaction history, payments, and purchases; and complete loss and stolen reports as needed.
Act as a liaison between members and the Card Services department.
Balance the instant-issue card machine and conduct daily card-stock inventory.
Maintain and deepen relationships with credit union members, identify their needs, and refer them to team members with expertise in relevant products and services.
Encourage members to use self-service banking solutions.