Member Consultant
The Member Consultant provides an exceptional in-branch experience by actively engaging with members on a personal basis to determine products and/or services that simplify the member’s life. Responsibility to the member includes processing transactions, introducing products/services, fulfilling service events or transitioning to a specialized service representative, educating on use of products/services, and identifying and transitioning qualified referrals.
RESPONSIBILITIES
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Establish new member relationships, opening appropriate consumer and deposit accounts based on financial needs.
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Retain and build existing member relationships using a consultative approach. Advise members of relevant products and services.
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Provide account servicing and maintenance. Assist with problem resolution for members, in accordance with established procedures and regulations. For more complex transactions, transition member to remote service.
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Process transactions efficiently and accurately while using transaction detail to ascertain additional needs. Transaction processing time is used to determine if member needs are being met.
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Instruct members as appropriate on products/services to ensure maximum benefit, use and comfort.
- Ensure required documentation is completed thoroughly and accurately. Should a deficiency be identified later, follow up quickly with member to resolve.
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Promote benefits of self-service banking (e.g., e-ATMs, on-line banking, mobile banking) to members.
- Assist members with obtaining consumer loan products by accepting loan applications and partnering with direct lending team to facilitate member funding.
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Identify qualified referrals and transition member to the appropriate referral partner (e.g., investments, mortgage, small business).
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Stay abreast of all current and developing products/services offered to members and, when possible, utilize all credit union services in order to assist members effectively.
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Complete defined on-boarding process to ensure enhanced member experience.
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Continually survey branch to ensure zones are functioning and adequately supplied.
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Perform branch specific duties including, but not limited to, balancing vault, managing recyclers and coin machine, processing night deposits, ordering/preparing currency, completing audit duties, and assisting with opening/closing branch as scheduled.
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Actively embrace the universal associate concept. Support fellow employees, adapt to modifications promptly, promote a positive team environment in the branch, and work with branch associates to meet goals.
Capabilities
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Accept responsibility and accountability for achieving team goals and completing team tasks.
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Skillfully question prospective and existing members to determine current and future financial needs.
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Match products/services of the credit union with the needs of the member.
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Convert member financial problems into solutions.
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Move seamlessly within the branch from service transactions to product conversations as branch demand dictates.
- Recognize and respond to fluctuations in branch traffic.
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Demonstrate unwavering integrity, ensuring member commitments are honored.
- Appreciate and understand diverse needs of broad member base.
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Serve as passionate member advocate.
- Wholeheartedly embrace the values of Meritrust – Integrity, Safe & Secure, Courage, Leadership, Passion, Teamwork – to ensure the profitability and success of the organization.
- Recognize and convey what sets Meritrust apart from other financial institutions.
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Communicate information to members and teammates in a clear and concise manner by listening carefully, asking clarifying questions, and adapting style and information for each interaction.
Characteristics