Full-Time Member Consultant

Truity Credit Union - Shawnee, KS

Full-time - Entry Level

Shawnee, KS

Credit Intermediation and Related Activities

About the position

The Full-Time Member Consultant position at Truity Credit Union is designed to build and maintain strong relationships with members by providing prompt, reliable, and courteous service. This role involves assisting members with deposit-related and consumer-lending products, identifying their needs, and ensuring a high level of member satisfaction. The consultant will actively listen to and respond to inquiries, suggestions, requests, and concerns from both employees and members, delivering exceptional service at all times. Key responsibilities include originating, evaluating, authorizing, processing, and disbursing consumer loans within the authority granted. The consultant will also assist members in the lobby with consumer lending, process transaction requests, and evaluate account openings and closings, balancing member service with the credit union's risk management. Additionally, the consultant will handle documentation for IRA transactions, analyze requests for waiving penalties and fees, and perform various member service duties such as redeeming savings bonds and conducting notary services. The role requires a good working knowledge of the credit union's products and services, enabling the consultant to offer tailored recommendations to members. The consultant will also manage actions related to fraud, identity theft, and disputes, ensuring that both the member and the credit union are protected. Outbound calling initiatives will be part of the role to enhance product usage and strengthen member relationships. The consultant will rotate between assisting members at the teller line and member consultant desks, ensuring compliance with security measures and procedures during opening and closing duties. Ongoing training is essential to ensure that proper procedures are implemented and followed, and participation in business development activities, including community partner relations, is expected. The consultant will also assist Spanish-speaking members when applicable and may be assigned to the Contact Center as needed. This position requires regular attendance and timeliness, as well as the ability to perform physical tasks such as lifting and moving objects up to 25 pounds.

Responsibilities

• Actively listen and respond to employee and member inquiries, suggestions, requests, and concerns while providing exceptional service.
• Originate, evaluate, authorize approval, process, and disburse consumer loans within authority.
• Provide in lobby and consumer lending assistance by processing loans and working with members.
• Process transaction requests by credit union members.
• Evaluate and decision in lobby account openings including mortgage accounts, balancing service to the member and risk to the credit union.
• 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.
• Complete and process documentation for IRA deposits, withdrawals, rollovers, and transfers on behalf of the member.
• Analyze and decision waiving of penalties and fees.
• Perform other member service duties including but not limited to: redeeming savings bonds, researching member inquiries, performing notaries, etc.
• Process and print new and replacement cards.
• Counsel members on account management and provide guidance, information and tools as needed i.e. account balancing, spending management, improving credit, etc.
• Have a good working knowledge of our products and services and the benefits they provide to members.
• Offer products and services to members explaining how the recommendation will benefit them.
• 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.
• Assist members with questions regarding their mortgage, credit cards and credit resolution issues, etc.
• Complete outbound calling initiatives to increase product and service usage and build stronger relationships with members.
• Rotate between assisting credit union members from the teller line and member consultants desks as directed by manager.
• Perform opening and closing duties ensuring all security measures and procedures are adhered to on a daily basis.
• Provide assistance to outside branches and other departments with questions.
• Successfully complete all applicable compliance training and testing.
• Participate in business development activities including community partner relations.
• Assist Spanish-speaking members when applicable.
• Assist in Contact Center as assigned.
• Participate in ongoing training to ensure proper procedures are implemented and followed.
• Assist with approving and evaluating transactions for others and providing overrides.
• Participate on project and teams as assigned.
• Perform other duties and responsibilities as assigned.

Requirements

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• A high school diploma or equivalent.
• Excellent communication and interpersonal skills to effectively work with members and co-employees.
• Ability to read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form.
• Ability to organize and prioritize in order to meet deadlines.
• Skill in typing and personal computer usage.

Nice-to-haves

• Bilingual in Spanish to assist Spanish-speaking members.