Member Service Consultant

Credit Union West•Surprise, AZ

8d•$20 - $21•Onsite

About The Position

The Member Service Consultant is a frontline, member-facing role focused on delivering an industry-leading service experience and enhancing members’ quality of life in alignment with Credit Union West’s mission and core values. The position provides consultative conversations and financial advice while developing and expanding member relationships. It is a universal sales position that supports teller operations, new accounts, account maintenance, and consumer loan applications and funding. Duties are primarily performed at the employee’s home branch, with onsite support at other branch locations as needed.

Requirements

High school diploma or G.E.D.
0–1 year of customer service experience; financial institution experience is preferred.
Ability to work shifts between Monday and Saturday, 8 a.m. to 6 p.m.
Effective oral and written communication with employees and members.
Critical-thinking skills and the ability to work independently to analyze and solve problems.
Effective time-management and organizational skills; ability to multitask and adapt while serving members and employees.
Working knowledge of Microsoft Office, SharePoint, and collaborative tools such as Teams and Zoom.
Functional knowledge of the Bank Secrecy Act and applicable federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
Knowledge and understanding of the organization’s Employee Handbook and policies.
Ability to live the credit union’s mission, vision, and core values.

Nice To Haves

Bilingual ability.
Customer service experience in a financial institution.

Responsibilities

Efficiently and accurately process teller transactions in a friendly manner.
Identify product and service solutions by observing member context and conversational cues, and recommending options for stated or emerging needs.
Maintain security controls, use sound judgment when placing check holds, and help prevent frontline financial fraud by asking questions and maintaining knowledge of elder abuse and scams.
Balance an individual cash drawer and assist with daily branch balancing activities.
Encourage members to adopt digital services.
Open, maintain, and close membership accounts, including savings, checking, certificate, and retirement accounts.
Provide proactive and timely follow-up and assist members with online banking, direct deposit, automatic transfers, and account maintenance.
Assist members through digital channels, including phone and email, and communicate professionally across channels.
Build member relationships through responsiveness and regular follow-up, while encouraging adoption of digital services.
Demonstrate behaviors aligned with the credit union’s mission, core values, and service standards.
Meet or exceed sales and production objectives by handling member requests, identifying needs, and making recommendations.
Process and fund consumer loans, including personal loans, credit cards, and auto loans.
Solicit ancillary peace-of-mind products associated with loans and accurately complete loan and title documents.
Participate in outbound calling campaigns as needed.
Perform other duties as assigned.
Provide onsite support to other branch locations as needed.