Member Consultant

STCU•Richland, WA

2d•Onsite

About The Position

The Member Consultant creates in-person experiences for existing and prospective consumer members who visit STCU retail locations. Through interactive, collaborative interviews during new member origination, account maintenance, and transactional requests, the role identifies opportunities to expand member relationships and position STCU as the members’ primary financial institution. The role requires teller experience, strong problem-solving skills, conflict-resolution skills, ownership, confidence in challenging conversations, and a commitment to exceptional member experiences. The Member Consultant protects the integrity and confidentiality of membership, conducts accurate transactions according to credit union policies and procedures, and reviews members’ financial positions to recommend products and services that support their goals. The position builds trust, resolves complex or technical issues, supports branch goals, and maintains productive working relationships throughout the organization. Depending on location needs, the role may process cash transactions and may be temporarily assigned to or asked to travel to other STCU locations.

Requirements

High school diploma or equivalent.
At least two years of experience as a teller, new accounts representative, or service representative in a financial institution; equivalent experience in a retail sales or service position may be considered.
Proficient knowledge of Microsoft Office programs, including Outlook, Word, Excel, and Teams.
Ability to regularly talk, hear, and operate a computer, keyboard, and mouse.
Ability to occasionally lift, pull or push, and carry up to 10 pounds, with accommodations.
Ability to work in an environment with constant or intermittent low- or moderate-level sounds consistent with an office setting and a high-stress, fast-paced, deadline-oriented environment.

Nice To Haves

Demonstrated proficiency at STCU in a similar role may be considered.
Experience in a retail sales or service position may be considered as equivalent experience to the specified financial-institution roles.
Teller experience, strong problem-solving skills, and a background in conflict resolution.

Responsibilities

Identify members and account ownership to protect membership integrity and ensure proper account access.
Perform transactions accurately in accordance with credit union policies and procedures, balancing standards, and dual-control requirements.
Conduct personalized reviews of members’ financial positions and recommend products and services aligned with their financial goals.
Create excellent member experiences, take ownership of issues and challenges, and support member loyalty and STCU’s Here for Good brand promise.
Demonstrate knowledge of consumer and fiduciary deposit products, services, systems, and account types, including checking, savings, CDs, IRAs, and lending products, to open accounts and perform required maintenance.
Meet or exceed monthly branch goals, promote ancillary products, and submit partner referrals.
Build and maintain trust by answering member questions and resolving complex or technical issues.
Engage members in genuine, inquisitive conversations to identify suitable products and services, fulfill unstated needs, and deepen relationships.
Develop and maintain strong, productive working relationships at all levels of the organization by embodying Everyday Personal Leadership principles.
Process cash transactions when required by the needs of the location.
Perform additional duties as assigned for efficient department and organizational operations, including possible temporary assignments to other locations.
Travel to other STCU locations when asked.