Part-Time Member Consultant

Truity Credit Union•Bartlesville, OK

13d

About The Position

The Part-Time Member Consultant builds and maintains strong member relationships by providing prompt, reliable, and courteous service for deposit-related and consumer-lending products. The role identifies member needs and balances service to members with risk to the credit union. It is expected to adopt High Tech, High Touch practices, using artificial intelligence and other digital tools to simplify routine work and support relationship-building, complex problem-solving, and attentive service. The position may rotate between the teller line and member consultant desks, assist in the Contact Center as assigned, and participate in business development, training, and projects. It also requires compliance with applicable regulations and policies and the protection of confidential member and credit union information. The role requires a high school degree or equivalent and one to three years of similar or related experience, including preparatory experience. Regular attendance and timeliness are essential. The employee must be able to sit or stand for significant periods, perform tasks requiring manual dexterity, and occasionally reach, bend, stoop, or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech is required for effective communication with members and coworkers.

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.
Regular attendance and timeliness.
Ability to sit or stand for significant periods and perform work 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 range of hearing, vision, and speech to work effectively with members and coworkers.
Maintain confidentiality of non-public member and credit union information and follow applicable regulatory and policy requirements.
Successfully complete applicable compliance training and testing.

Nice To Haves

Ability to assist Spanish-speaking members when applicable.
Pursue professional growth and development through training, education, and self-study.

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 the employee’s 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 and credit union risk.
Evaluate and make decisions on account closures and requests to reopen closed accounts, balancing member service and credit union risk.
Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers.
Analyze and make decisions about waiving penalties and fees.
Perform other member service duties, including redeeming savings bonds, researching member 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 balancing accounts, managing spending, and improving credit.
Maintain working knowledge of credit union products and services and explain how recommended products and services benefit members.
Manage and complete actions related to fraud, identity theft, and disputes involving cards, checks, ACH, and account takeovers; document the situation and work with members on corrective actions to minimize loss and risk.
Assist members with questions about mortgages, credit cards, and credit resolution issues.
Make outbound calls to increase product and service usage and build 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 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 as assigned.
Participate in ongoing training to ensure procedures are implemented and followed.
Assist with approving and evaluating transactions for others and providing overrides.
Assist members with opening, closing, and accessing safe deposit boxes while securing the area, monitoring access, and maintaining confidentiality.
Participate in assigned projects and teams.
Perform other duties and responsibilities as assigned.
Follow regulatory and policy requirements, including BSA, OFAC, AML, Identity Theft Red Flags, and other applicable compliance policies.
Maintain confidentiality concerning non-public information about members and the credit union.