Member Service Consultant, NV

Rize Federal Credit Union•Green Valley, AZ

5d•Onsite

About The Position

Rize Federal Credit Union is seeking a Member Service Consultant for its Henderson Branch in Las Vegas, Nevada. The role delivers service to members and team members in person or by video, manages lobby traffic, and handles a broad range of consumer and business account services. The consultant interviews and advises members, recommends and cross-sells credit union products and services, manages assigned sales and service goals, and may work independently, including opening or closing the branch. Account servicing includes maintenance such as address changes, disputes, replacement check and card orders, IRA maintenance, deposits, and payment processing. The consultant uses member-facing remote delivery options whenever possible and educates members about digital service channels. The role also resolves member issues, makes certain service-recovery decisions within assigned authority, performs financial transactions according to policy, and may help cover other locations or departments. The schedule requires availability Monday through Friday, 8:45 a.m.–5:15 p.m., and Saturdays, 8:45 a.m.–1:15 p.m., on a rotating basis. Bilingual Spanish and English skills are preferred. The expected pay range for candidates located in Nevada is $20.00–$25.00 per hour. Contingent-offer candidates undergo a background investigation and must meet eligibility requirements for bonding.

Requirements

High school diploma or GED.
At least one year of sales or retail experience in a fast-paced customer-service environment.
Strong multitasking, customer-service, and communication skills.
Proficient in navigating a PC and internet browser.
Working knowledge of Microsoft 365 products, including Outlook, Teams, Word, and Excel.
Working knowledge of smartphones and apps.
Strong written and oral communication skills.
Ability to work independently, manage assigned tasks, and follow up on them.
Ability to multitask, anticipate members’ needs, and recommend creative solutions.
Courtesy and tact in interactions with members and others inside and outside the organization.
Punctuality, reliable attendance, and effective use of time.

Nice To Haves

Bilingual in Spanish and English.

Responsibilities

Open and service consumer and business accounts; interview and counsel members; and cross-sell products and services to deepen member relationships.
Perform account maintenance, deposits, and payment processing, using member-facing remote delivery options whenever possible.
Educate members about digital and other available access channels, such as ATMs, online banking, and mobile banking.
Make fee-reversal, courtesy-credit, and provisional-credit decisions within assigned authority limits.
Contact prospective and current members by phone or email to provide product and service information and seek additional business.
Manage lobby traffic and warmly greet and engage members to identify and address service or sales needs.
Act as a member advocate by resolving account-service issues, involving experts as needed, and responding promptly to inquiries through resolution.
Maintain working knowledge of credit union products and services and present relevant offerings to members.
Meet assigned standards and sales and service goals.
Connect members with appropriate internal or external partners, including video kiosk, insurance, and wealth management services.
Participate in branch development activities with branch management and community or business development teams as needed.
Answer questions and refer issues requiring second-level support to appropriate personnel; explain next steps, follow up as needed, and ensure matters are resolved to members’ satisfaction.
Execute financial transactions in accordance with credit union policies and procedures and maintain an acceptable daily balancing record.
Complete other assigned duties, including coverage at other locations or in departments such as the Member Care Center, Account Services, or other back-office teams.
May perform additional duties such as opening and closing the branch.