Member Consultant

STCU•Spokane, WA

3d•$22 - $30•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 consultant identifies opportunities to expand member relationships and position STCU as members’ primary financial institution. The role includes protecting membership information, performing accurate transactions in accordance with credit union policies and procedures, and reviewing members’ financial positions to recommend products and services that support their goals. The consultant takes ownership of service issues, builds member loyalty, resolves complex questions, meets branch goals, and may process cash transactions as needed. The position may require travel to other STCU locations or temporary assignment to other 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 retail sales or service experience may be considered.
Proficient knowledge of Microsoft Outlook, Word, Excel, and Teams.
Strong problem-solving and conflict-resolution skills.
Ability to communicate with members, take ownership, and handle challenging conversations confidently.
Ability to regularly talk, hear, and operate a computer, keyboard, and mouse.
Ability to occasionally lift, pull/push, and carry up to 10 pounds, with accommodations.

Nice To Haves

Demonstrated proficiency at STCU in a similar role may be considered in place of the stated job experience.

Responsibilities

Verify member and account ownership to protect membership integrity and confidentiality and ensure proper access.
Perform member transactions accurately in accordance with credit union policies, procedures, balancing standards, and dual-control requirements.
Conduct personalized reviews of members’ financial positions and recommend products and services that support their financial goals.
Create positive member experiences, take ownership of issues and challenges, increase member loyalty, and deliver on STCU’s Here for Good brand promise.
Maintain in-depth knowledge of consumer and fiduciary deposit products, services, systems, account types, and lending products to open accounts and perform account maintenance.
Meet or exceed monthly branch goals, promote ancillary products, and submit partner referrals by explaining their benefits to members.
Answer member questions confidently and find appropriate resolutions to complex or technical issues.
Engage members in genuine, inquisitive conversations to identify suitable products and services, fulfill unstated needs, and deepen relationships.
Build and maintain strong, productive working relationships throughout the organization in accordance with Everyday Personal Leadership principles.
Process cash transactions when required by location needs.
Perform additional duties as assigned; travel to or be temporarily assigned to other STCU locations as needed.