Full-Time Member Consultant

Truity Credit Union•Pawhuska, OK

13d

About The Position

The Member Consultant builds and maintains strong member relationships by providing prompt, reliable, and courteous service related to deposit products and consumer lending. The role identifies members’ needs, helps them use appropriate products and services, and balances member service with risk to the credit union. It includes work at teller lines and consultant desks, as well as assistance in the Contact Center or at other branches as assigned. The position is expected to adopt High Tech, High Touch practices, using artificial intelligence and other digital tools to simplify routine, low-value work and make more time for relationship building, complex problem solving, and responsive personal service. The employee may also participate in the credit union’s Culture Crew and its efforts to foster community and integrate cultural values into daily operations. The role requires knowledge of credit union products, services, member-service operations, applicable regulations and procedures, office equipment, and relevant technology and software. It also requires professional communication, organization, problem-solving, and computer skills. The employee must follow applicable compliance requirements, including BSA, OFAC, AML, identity-theft red flags, and other policies, and maintain confidentiality of non-public member and credit union information. Regular attendance and punctuality are essential. The work involves sitting or standing for significant periods and manual dexterity; occasionally, the employee may need to reach, stoop, bend, or carry, lift, or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech is required to work effectively with members and coworkers.

Requirements

High school degree or equivalent.
A minimum of one year up to three years of similar or related experience, including preparatory experience.
Knowledge of modern office equipment, credit union technology and software, credit union products and services, and member-service functions, operations, regulations, and procedures.
Ability to read and interpret instructions provided in written, oral, diagram, and schedule form.
Ability to organize and prioritize work to meet deadlines.
Ability to solve practical problems and deal with variables in different situations.
Ability to write routine reports and correspondence and speak effectively before members and employees.
Excellent communication and interpersonal skills for working effectively with members and coworkers.
Typing and personal-computer skills.
Regular attendance and timeliness.
Ability to sit or stand for significant periods and perform tasks requiring manual dexterity; occasional reaching, stooping, bending, and carrying, lifting, or moving objects up to 25 pounds.
Normal range of hearing, vision, and speech to work effectively with members and coworkers.
Ability to follow applicable regulatory and policy compliance requirements and maintain confidentiality of non-public information.

Responsibilities

Listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
Originate, evaluate, authorize, process, and disburse consumer loans within assigned authority.
Provide lobby and consumer-lending assistance, including processing loans and working with members.
Process member transaction requests.
Evaluate and make decisions on lobby account openings, including mortgage accounts, balancing member service with credit union risk.
Evaluate and decide whether to close accounts or reopen closed accounts, balancing member service with credit union risk.
Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers.
Analyze and decide requests to waive penalties and fees.
Perform other member-service duties, including redeeming savings bonds, researching inquiries, and providing notary services.
Process and print new and replacement cards.
Counsel members on account management and provide guidance, information, and tools for matters such as account balancing, spending management, and improving credit.
Maintain working knowledge of credit union products and services and explain recommended products and services and their benefits to members.
Manage and complete actions related to fraud, identity theft, and disputes involving cards, checks, ACH, and account takeover; document the situation and work with members to identify corrective steps that minimize loss and risk.
Assist members with questions about mortgages, credit cards, and credit resolution issues.
Complete outbound calling initiatives to increase product and service usage and strengthen member relationships.
Rotate between teller-line assistance and member-consultant desks as directed by the manager.
Perform opening and closing duties and follow daily security measures and procedures.
Assist outside branches and other departments with questions.
Complete applicable compliance training and testing.
Participate in business development activities, including community partner relations.
Assist Spanish-speaking members when applicable.
Assist in the Contact Center when assigned.
Participate in ongoing training to ensure proper procedures are implemented and followed.
Assist with evaluating and approving transactions for others and provide overrides.
Help members open, close, and access safe deposit boxes; secure the safe deposit area, monitor access, and maintain confidentiality.
Participate in projects and teams as assigned.
Perform other duties and responsibilities as assigned.
Pursue professional growth and development through training, education, and self-study.
Follow regulatory and policy compliance requirements, including BSA, OFAC, AML, and identity-theft red-flag requirements, and maintain confidentiality of non-public information.