Member Consultant - Manhattan, KS
About The Position
The Member Consultant delivers an exceptional in-branch experience by building meaningful connections with members and understanding their unique financial needs. The role processes transactions accurately, introduces and explains credit union products and services, fulfills service requests, and connects members with specialized representatives when appropriate. The Member Consultant identifies ways to simplify members’ financial lives and refers them to solutions that support their goals. The role also supports branch operations, including account servicing, onboarding, self-service banking education, consumer loan applications, referrals, and branch-specific duties. The position requires working collaboratively with branch associates to meet goals and provide a welcoming, compliant, and effective member experience.
Requirements
- High school diploma or equivalent.
- At least 2 years of experience in a retail or customer service environment.
- Excellent verbal and written communication skills, including the ability to clearly convey complex information.
- Ability to manage multiple tasks and projects, prioritize work, and meet deadlines.
- Ability to identify members’ needs and recommend suitable financial products and services.
- Ability to present solutions confidently, explain benefits, and guide members through decisions.
- Ability to build trust, address objections, create value-driven conversations, and develop long-term relationships.
- Ability to build positive relationships within the branch and across departments.
- Ability to assess member issues and operational challenges, identify root causes, and implement effective solutions while complying with banking regulations.
- Resourcefulness in resolving complex situations, balancing member satisfaction with organizational policies, and escalating issues when appropriate.
- Ability to think critically under pressure and adapt solutions to member and business needs.
- Ability to listen actively, provide accurate information, and resolve issues promptly and professionally.
- Empathy, patience, and a positive attitude while complying with banking policies.
- Ability to create a welcoming environment that builds trust and strengthens long-term relationships.
- Ability to stand for long periods and lift up to 20 pounds.
Nice To Haves
- Knowledge of financial products and services offered by credit unions, such as checking accounts, loans, and mortgages.
- Previous experience in the financial services or credit union industry.
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 about relevant products and services.
- Provide account servicing and maintenance, and resolve member issues in accordance with established procedures and regulations.
- Transition members to remote service for more complex transactions.
- Process transactions efficiently and accurately, using transaction details to identify additional needs.
- Instruct members on products and services to support their understanding, use, and benefit.
- Ensure required documentation is completed thoroughly and accurately, and promptly follow up with members to resolve deficiencies.
- Promote self-service banking options, including e-ATMs, online banking, and mobile banking.
- Assist members with consumer loan products by accepting applications and partnering with the direct lending team to facilitate funding.
- Identify qualified referrals and connect members with appropriate referral partners, such as investments, mortgage, and small business representatives.
- Stay current on credit union products and services and use available services to assist members effectively.
- Complete the defined onboarding process to provide an enhanced member experience.
- Survey the branch to ensure its zones are functioning and adequately supplied.
- Perform branch duties, including balancing the vault, managing recyclers and coin machines, processing night deposits, ordering and preparing currency, completing audit duties, and assisting with branch opening and closing as scheduled.
- Support fellow employees, adapt to changes, promote a positive team environment, and work with branch associates to meet goals.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
