Member Consultant - Boulder Gunbarrel

MERITRUST CREDIT UNION•Boulder, CO

11d•$20 - $26•Onsite

About The Position

The Member Consultant delivers an exceptional in-branch experience by building meaningful connections with members and understanding their unique financial needs. This role is responsible for processing transactions accurately, introducing and educating members on credit union products and services, fulfilling service requests, and seamlessly transitioning members to specialized representatives when appropriate. The Member Consultant plays a key role in identifying opportunities to simplify members’ financial lives and referring them to solutions that support their goals. We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

Requirements

High School diploma or equivalent.
2+ years of experience in a retail or customer service environment.
Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
Ability to manage multiple tasks and projects concurrently, prioritizing work to meet deadlines.
Ability to identify members’ needs and recommend appropriate financial products and services that align with those needs.
Skilled in building trust, overcoming objections, and creating value-driven conversations that result in long-term relationships and increased product adoption.
Establish strong positive relationships within the branch and across departments to ensure seamless operations in support of meeting member needs and delivering product/service solutions.
Ability to quickly assess member issues or operational challenges, identify root causes, and implement effective solutions while maintaining compliance with banking regulations.
Demonstrate resourcefulness in resolving complex situations, balancing member satisfaction with organizational policies, and escalating issues appropriately when needed.
Skilled in thinking critically under pressure and adapting solutions to meet both member and business needs.
Ability to deliver exceptional service by actively listening to member needs, providing accurate information, and resolving issues promptly and professionally.
Demonstrates empathy, patience, and a positive attitude while ensuring compliance with banking policies.
Skilled in creating a welcoming environment that builds trust and strengthens long-term customer relationships.

Nice To Haves

Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.
Previous experience in the financial services or credit union industry is highly preferred.

Responsibilities

Establish new member relationships and open appropriate consumer and deposit accounts based on financial needs.
Retain and build existing member relationships using a consultative approach.
Advise members of relevant products and services.
Provide account servicing and maintenance and assist with problem resolution for members in accordance with established procedures and regulations.
For more complex transactions, transition the member to remote service.
Process transactions efficiently and accurately while using transaction detail to ascertain additional needs.
Instruct members as appropriate on products and services to ensure maximum benefit, use, and comfort.
Ensure required documentation is completed thoroughly and accurately. If a deficiency is identified later, follow up quickly with the member to resolve it.
Promote the benefits of self-service banking (e.g., e-ATMs, online banking, mobile banking) to members.
Assist members with obtaining consumer loan products by accepting loan applications and partnering with the direct lending team to facilitate member funding.
Identify qualified referrals and transition members to the appropriate referral partner (e.g., investments, mortgage, small business).
Stay abreast of all current and developing products and services offered to members and, when possible, utilize all credit union services to assist members effectively.
Complete the defined onboarding process to ensure an enhanced member experience.
Continually survey the branch to ensure zones are functioning and adequately supplied.
Perform branch-specific duties including, but not limited to, balancing the vault, managing recyclers and coin machines, processing night deposits, ordering and preparing currency, completing audit duties, and assisting with opening and closing the branch as scheduled.
Actively embrace the universal associate concept by supporting fellow employees, adapting promptly to modifications, promoting a positive team environment in the branch, and working with branch associates to meet goals.
Other duties as assigned.