Part-Time Member Consultant

Truity Credit Union•Lawrence, KS

13d

About The Position

The Member Consultant builds and maintains strong member relationships by providing prompt, reliable, and courteous service related to deposit and consumer-lending products while identifying member needs. The role is expected to adopt High Tech, High Touch practices, using artificial intelligence and other digital tools to simplify routine work and make more time for relationship building, complex problem solving, and responsive member care. The organization’s culture is guided by the pillars of Membership Centric, People Focused, One Team, Personal Achievement, and Innovation, with its Culture Crew supporting community and the integration of those values into daily operations. The position assists members with transactions, account and loan services, financial guidance, fraud and identity-theft matters, safe deposit boxes, and related requests. It also rotates between teller-line and member-consultant work, supports other branches and departments, participates in business development and assigned projects, and completes required training and compliance activities. The role requires protecting confidential member information and following applicable regulatory and organizational policies.

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 to serve members.
Knowledge of credit union products and services.
Knowledge of member-service functions, operations, regulations, and procedures for processing requests and answering questions.
Ability to read and interpret instructions in written, oral, diagram, and schedule form.
Ability to organize and prioritize work to meet deadlines.
Ability to solve practical problems and handle variables in different situations.
Ability to write routine reports and correspondence and speak effectively with 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.
Ability to occasionally reach above or below a normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds.
Normal hearing, vision, and speech required to work effectively with coworkers and members.
Ability to complete applicable compliance training and testing.
Ability to maintain confidentiality and comply with applicable regulatory and organizational policies.

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 transaction requests from credit union members.
Evaluate and make decisions on lobby account openings, including mortgage accounts, balancing member service with credit union risk.
Evaluate and decide 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 member-service duties such as 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 account balancing, spending management, credit improvement, and related needs.
Maintain working knowledge of credit union products and services and explain relevant benefits and recommendations to members.
Manage and complete actions related to fraud, identity theft, and disputes involving cards, checks, ACH, and account takeover; document the matter and work with members to determine its scope and corrective steps 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 strengthen member relationships.
Rotate between teller-line and member-consultant desk duties 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 proper procedures are implemented and followed.
Assist with approving and evaluating transactions for others and provide overrides.
Help members open, close, and access 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.
Pursue professional growth and development through training, education, and self-study.
Follow regulatory and policy compliance requirements, including BSA, OFAC, AML, identity-theft red flags, and other related policies.
Maintain confidentiality regarding non-public information about members and the credit union.