Full-Time Member Consultant

Truity Credit Union•Olathe, KS

13d

About The Position

This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service while assisting members with deposit-related and consumer-lending products and identifying their needs. The role uses High Tech, High Touch practices, including artificial intelligence and digital tools, to simplify routine work and support relationship-building, complex problem-solving, and responsive member care. The employee may work across teller-line and member-consultant functions, assist other branches and departments, and support the Contact Center as assigned. The role supports the credit union’s cultural pillars: Membership Centric, People Focused, One Team, Personal Achievement, and Innovation. It also requires adherence to applicable regulatory and policy requirements, protection of confidential member and credit union information, and ongoing training. Duties listed are not exhaustive; other job-related responsibilities may be assigned.

Requirements

High school degree or equivalent.
One to three years of similar or related experience, including preparatory experience.
Knowledge of modern office equipment.
Knowledge of technology and software programs used by the credit union.
Knowledge of credit union products and services.
Knowledge of member-service functions, operations, regulations, and procedures for processing member requests and answering questions.
Ability to read and interpret written, oral, diagrammatic, and schedule-form instructions.
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.
Pursue professional growth and development through training, education, and self-study.
Successfully complete applicable compliance training and testing.
Regular attendance and timeliness are essential.
Ability to sit or stand for significant periods and perform tasks requiring manual dexterity.
Ability to occasionally reach above or below normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds.
Normal hearing, vision, and speech are required to work effectively with coworkers and members.

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 make decisions on account closures and requests to reopen closed accounts, balancing member service with credit union risk.
Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers.
Analyze and decide whether to waive penalties and fees.
Perform other member-service duties, such as redeeming savings bonds, researching member inquiries, and performing notary services.
Process and print new and replacement cards.
Counsel members on account management and provide guidance, information, and tools for account balancing, spending management, credit improvement, and related needs.
Maintain working knowledge of credit union products and services and explain their benefits to members; recommend products and services based on member needs.
Manage and complete actions related to card, check, ACH, and account-takeover fraud, identity theft, and disputes, including documenting the situation and determining steps to correct or minimize loss and risk.
Assist members with questions about mortgages, credit cards, credit resolution, and related matters.
Make outbound calls to increase product and service usage and strengthen member relationships.
Rotate between assisting members at the teller line and member-consultant desks as directed by the manager.
Perform opening and closing duties and follow daily security 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 as assigned.
Participate in ongoing training to ensure procedures are properly 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 area, monitor access, and maintain confidentiality.
Participate in projects and teams as assigned.
Perform other duties and responsibilities as assigned.
Follow regulatory and policy requirements, including Bank Secrecy Act, Office of Foreign Assets Control, Anti-Money Laundering, and Identity Theft Red Flags requirements.
Maintain confidentiality regarding non-public information about members and the credit union.