Member Service Consultant

Credit Union West•Cottonwood, AZ

1d•Onsite

About The Position

This frontline, member-facing position at Credit Union West aims to enhance the quality of life for members by providing an industry-leading service experience, embracing the organization’s mission and core values. The role involves consultative conversations and sound financial advice to develop and expand new and existing member relationships. It is a universal sales position that supports teller operations, new accounts, account maintenance, and consumer loan applications and funding. While duties are primarily performed at the individual's home branch, the consultant must also be prepared to provide onsite support to other branch locations as needed. The position requires 5 weeks of full-time training at the corporate office in Glendale, AZ, before being based out of the Cottonwood Branch.

Requirements

A high school diploma or G.E.D.
A minimum of 0-1 year of customer service experience.
Ability to work shifts between the hours of Monday – Saturday 8am to 6pm.
Live the mission, vision, and core values of the credit union.
Thorough knowledge and understanding of organization's Employee Handbook.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
Effective time management and organizational skills.
Ability to multi-task and be agile to serve members and employees.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Nice To Haves

Customer service experience in a financial institution.
Bilingual preferred.

Responsibilities

Efficiently and accurately processes transactions in a friendly manner.
Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging.
Maintains proper security controls and uses sound judgment to place check holds.
Asks questions and maintains knowledge regarding elder abuse and other scams to prevent frontline financial fraud.
Responsible for individual cash drawer balancing and assisting with daily branch balancing activities.
Encourages members to adopt digital services.
Opens, maintains and closes a wide variety of membership accounts including but not limited to savings, checking, certificate, and retirement accounts.
Provides proactive and timely follow up.
Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance.
Assists members through digital channels such as phone, and email, ensuring professional communication through all channels.
Establishes member relationships by ensuring responsiveness and regular follow up and encourages member adoption of digital services.
Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union.
Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations.
Responsible for application processing and funding of consumer loans including personal, credit cards, and auto.
Solicits a variety of peace-of-mind ancillary products associated with loans.
Accurately completes loan and title documents.
Participates in outbound calling campaigns as needed.
Performs other duties as assigned.