Member Service Consultant
About The Position
Credit Union West is hiring a frontline, member-facing Member Service Consultant for its Cottonwood, Arizona branch. The role supports teller operations, new accounts, account maintenance, and consumer loan applications and funding. The consultant provides high-quality member service, consultative conversations, and financial recommendations while developing and expanding member relationships. Duties are primarily performed at the home branch, with onsite support at other branch locations as needed. New hires complete five weeks of full-time training at the corporate headquarters in Glendale, Arizona before transitioning to their home branch.
Requirements
- High school diploma or GED.
- 0–1 year of customer service experience; experience in a financial institution is preferred.
- Ability to work shifts between Monday and Saturday, 8 a.m. to 6 p.m.
- Ability to communicate effectively and tactfully with employees and members, orally and in writing.
- Critical-thinking, self-reliance, and problem-solving skills.
- Effective time-management and organizational skills, with the 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 requirements, Anti-Money Laundering requirements, Right to Financial Privacy Act, and Bank Bribery Act.
- Ability to understand and follow the organization’s Employee Handbook and policies.
- Commitment to the credit union’s mission, vision, core values, and service standards.
Nice To Haves
- Customer service experience in a financial institution.
- Bilingual ability.
Responsibilities
- Process teller transactions efficiently and accurately while providing friendly service.
- Identify members’ current or emerging needs and recommend relevant products and services.
- Maintain security controls, use sound judgment when placing check holds, and help prevent financial fraud by recognizing elder abuse and scams.
- Balance an individual cash drawer and assist with daily branch balancing.
- Encourage members to adopt digital services.
- Open, maintain, and close membership accounts, including savings, checking, certificate, and retirement accounts.
- Follow up proactively and promptly with members and assist 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.
- Meet or exceed sales and production objectives by handling requests, identifying needs, and making recommendations.
- Process and fund consumer loan applications, including personal, credit card, and auto loans.
- Offer ancillary peace-of-mind products associated with loans and complete loan and title documents accurately.
- Participate in outbound calling campaigns as needed.
- Perform other duties as assigned.
Benefits
- Full-time employees receive 100% paid health, dental, and vision insurance.
- Incentives of up to 15%, depending on position.
- 401(k) plan with employer matching funds up to 5%.
- Profit sharing.
- Tuition reimbursement.
- Gym membership reimbursement.
- Paid time off for holidays, vacation, and sick days.
- Credit Union West membership and discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
