Full-Time Member Consultant - Truity Credit Union

JOB SUMMARY

This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service when assisting members with deposit-related and consumer-lending products by identifying member needs.

ESSENTIAL FUNCTIONS
May include any and/or all of the following:

1. Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
2. Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
3. Provide in lobby and consumer lending assistance by processing loans and working with members.
4. Process transaction requests by credit union members
5. Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
6. Evaluate and decision the closings of accounts or decisioning the reopening of a closed account, balancing service to the member and risk to the credit union.
7. Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
8. Analyze and decision waiving of penalties and fees.
9. Perform other member service duties including but not limited to: redeeming savings bonds, researching member inquiries, performing notaries, etc.
10. Process and print new and replacement cards.
11. Counsel members on account management and provide guidance, information and tools as needed i.e. account balancing, spending management, improving credit, etc.
12. Have a good working knowledge of our products and services and the benefits they provide to members.
13. Offer products and services to members explaining how the recommendation will benefit them.
14. Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
15. Assist members with questions regarding their mortgage, credit cards and credit resolution issues, etc.
16. Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
17. Rotate between assisting credit union members from the teller line and member consultants desks as directed by manager
18. Perform opening and closing duties ensuring all security measures and procedures are adhered to on a daily basis.
19. Provide assistance to outside branches and other departments with questions.
20. Successfully complete all applicable compliance training and testing.
21. Participate in business development activities including community partner relations.
22. Assist Spanish-speaking members when applicable.
23. Assist in Contact Center as assigned.
24. Participate in ongoing training to ensure proper procedures are implemented and followed.
25. Assist with approving and evaluating transactions for others and providing overrides.
26. Participate on project and teams as assigned.
27. Perform other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

· Knowledge of:

• • • Modern office equipment
    • Technology and various software programs the Credit Union utilizes to do business with its members
    • Credit Union products and services
    • Member Service functions, operations, regulations, and procedures to process members requests and answer questions
• Ability to:
  • • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
    • Organize and prioritize in order to meet deadlines
    • Solve practical problems and deal with variables in situations
    • Write routine reports and correspondence and speak effectively before members and employees
• Skill in:
  • • Excellent communication and interpersonal skills to effectively work with members and co-employees
    • Typing and personal computer

QUALIFICATIONS
Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

A minimum of one year up to three years of similar or related experience, including prepatory experience.

A high school degree or equivalent.

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

PRIMARY PURPOSE

The primary purpose of this position is to assist the Credit Union in fulfilling our core purpose, To Serve Our Members’ Interests, while helping to meet our core values of:

• Integrity is first in all we do
• Treat all with respect
• Value employees as our primary resource
• Be a good corporate citizen

To achieve the purpose while living our core values, the position must deliver supreme quality service to both internal and external members as defined by our Service Promises.

• I promise to treat you with the highest standards of respect and professionalism.
• I promise to be accurate and ensure the security of your financial information.
• I promise to make it easy for you to do business with us.
• I promise to identify your needs and suggest a solution that will improve your financial life.
• I promise to respond to your requests in a timely manner.
• I promise to show you appreciation for allowing me to serve you.

JOB SUMMARY

This position builds and maintains strong member relationships by providing prompt, reliable, and courteous service when assisting members with deposit-related and consumer-lending products by identifying member needs.

ESSENTIAL FUNCTIONS
May include any and/or all of the following:

1. Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
2. Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
3. Provide in lobby and consumer lending assistance by processing loans and working with members.
4. Process transaction requests by credit union members
5. Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
6. Evaluate and decision the closings of accounts or decisioning the reopening of a closed account, balancing service to the member and risk to the credit union.
7. Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
8. Analyze and decision waiving of penalties and fees.
9. Perform other member service duties including but not limited to: redeeming savings bonds, researching member inquiries, performing notaries, etc.
10. Process and print new and replacement cards.
11. Counsel members on account management and provide guidance, information and tools as needed i.e. account balancing, spending management, improving credit, etc.
12. Have a good working knowledge of our products and services and the benefits they provide to members.
13. Offer products and services to members explaining how the recommendation will benefit them.
14. Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
15. Assist members with questions regarding their mortgage, credit cards and credit resolution issues, etc.
16. Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
17. Rotate between assisting credit union members from the teller line and member consultants desks as directed by manager
18. Perform opening and closing duties ensuring all security measures and procedures are adhered to on a daily basis.
19. Provide assistance to outside branches and other departments with questions.
20. Successfully complete all applicable compliance training and testing.
21. Participate in business development activities including community partner relations.
22. Assist Spanish-speaking members when applicable.
23. Assist in Contact Center as assigned.
24. Participate in ongoing training to ensure proper procedures are implemented and followed.
25. Assist with approving and evaluating transactions for others and providing overrides.
26. Participate on project and teams as assigned.
27. Perform other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

· Knowledge of:

• • • Modern office equipment
    • Technology and various software programs the Credit Union utilizes to do business with its members
    • Credit Union products and services
    • Member Service functions, operations, regulations, and procedures to process members requests and answer questions
• Ability to:
  • • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
    • Organize and prioritize in order to meet deadlines
    • Solve practical problems and deal with variables in situations
    • Write routine reports and correspondence and speak effectively before members and employees
• Skill in:
  • • Excellent communication and interpersonal skills to effectively work with members and co-employees
    • Typing and personal computer

QUALIFICATIONS
Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

A minimum of one year up to three years of similar or related experience, including prepatory experience.

A high school degree or equivalent.

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.