MEMBER SERVICE CONSULTANT

Guardian Credit Union•Montgomery, AL

About The Position

The Member Service Consultant assists customers with opening a wide variety of products and services, advises them on how to use company products and services to meet personal financial goals, and provides high-quality customer service. The role provides financial planning services, counsels members and prospective members about financial needs and services, and reviews and follows up on members’ credit-building processes. The consultant conducts loan interviews, gathers information needed to initiate loan transactions, works toward established loan goals, and educates members about available protection products. They help underwriting make sound decisions by thoroughly documenting members’ circumstances in loan notes, identify appropriate solutions, verify loan application quality and accuracy, and communicate lending decisions promptly and respectfully. The role also requires compliance with applicable laws, regulations, and company policies, and effective communication with branch teams and other departments. The work is primarily sedentary and performed indoors in a climate-controlled shared work environment with moderate noise. It involves routine use of office equipment and a computer, generally for an average of 6–8 hours per day when necessary. The employee must be able to work extended hours when required or requested, maintain reliable attendance, and perform duties independently and as part of a team. The position requires accuracy, discretion, composure under stress, and professional interactions with people from diverse backgrounds.

Requirements

Six months to two years of similar or related experience, including time spent in preparatory positions.
High school degree or GED.
Courtesy, tact, and diplomacy in routine interactions involving giving and obtaining information, advising, or referring.
Ability to operate routine office equipment, including a telephone, copier, facsimile machine, and calculator.
Ability to routinely work on a computer for an average of 6–8 hours per day when necessary.
Ability to work extended hours when required or requested by management.
Ability to maintain regular, reliable, and timely attendance.
Ability to perform job functions independently with limited supervision and work effectively as part of a team.
Ability to read and carry out written instructions and follow oral instructions.
Ability to speak clearly and deliver information in a logical, understandable sequence.
Ability to perform basic financial calculations accurately.
Ability to deal calmly and professionally with diverse personalities and demonstrate customer service and discretion when dealing with the public.
Ability to work with composure under deadline pressure, extreme accuracy and quality requirements, and/or a fast pace.
Ability to exercise discretion on confidential matters.
Ability to lift up to 25 lbs occasionally and climb or descend stairs in an emergency.

Responsibilities

Provide financial planning services and counsel members and prospective members about their financial needs and services.
Review and follow up with members on the credit-building process.
Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control requirements, as well as company policies.
Conduct loan interviews and obtain the member information necessary to initiate loan transactions.
Maintain or exceed established loan goals throughout the year.
Educate members on the benefits of available products, including Credit Life, Disability, GAP, and MBP.
Document members’ circumstances thoroughly in loan notes to support the Underwriting team in making sound decisions.
Identify appropriate solutions for members and make recommendations accordingly.
Verify the quality, completeness, and accuracy of loan applications; perform work accurately and address identified errors promptly.
Communicate lending decisions promptly, efficiently, and respectfully.
Maintain effective communication and positive interpersonal relationships with the branch team and other departments, serving as a resource when needed.