Member Consultant IAs a Member Consultant I, you will be responsible for assisting members with various services, educating members on a wide variety of products and services, and making recommendations for the member's financial needs while providing the highest quality member service. Provide basic account and product information while performing account transactions and maintenance, including card maintenance. Assist members with completing transactions, accurate balancing and performing additional operational duties. The Member Consultant I will work directly with various members of the sales team utilizing sales techniques to uncover member needs while creating a positive member experience. Employees who meet bilingual proficiency requirements may be eligible for a bilingual pay premium. Member Consultant I's are hired into our Consultant Pool. In the Pool we are looking for candidates that are willing to float to different branch locations as part of their onboarding experience during the first 90 days. The schedule may vary due to branch needs. The position covers branch staffing needs in Region One or Region Two: Region One: College Green, CR 17, Dunlap, Goshen, Ligonier, Middlebury, Millersburg, Shipshewana, and TopekaRegion Two: Bremen, Goshen, Nappanee, New Paris, Syracuse, and Wakarusa
Direct Reports: NoneMajor Duties and Responsibilities
Create a positive and memorable member experience by cultivating, maintaining, and enhancing relationships in person, over the phone, or other channels as appropriate. Assist with problem resolution within scope of authority. Responsible for referring more complex problems to senior authority along with resolution recommendations. Always maintain and secure money in cash drawer according to credit union security and procedural guidelines. Balances cash drawer and daily transactions. Assist with daily balancing and closing out of the branch. Receive and process a variety of member savings, checking and credit transactions, including, but not limited to, deposits, withdrawals, transfers, and loan payments, as well as sales of money orders and traveler's checks in accordance with the Credit Union procedures. Identify cross sell opportunities and educate members on credit union products and services. Assists members with connecting to appropriate department(s) for specific information and services. Provide support to other branches to include working weekends and/or extended hours as required to operate the business. Maintain knowledge of the Credit Unions policies and procedures. Maintain knowledge of regulations (i.e., Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.), and model the ethical behavior expected from every employee. Maintain working knowledge of current products and services offered. Other job duties as assigned. Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
Knowledge & Skills:
Experience 1+ years customer service experience in banking, retail, or related field required. Education/Certifications/Licenses A high school diploma or equivalent. Must have and maintain a valid driver's license.
Preferred Skills:
Demonstrated success in identifying, initiating, and nurturing new or on-going business opportunities; self-starting, results oriented professional.
Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
Professional level of verbal and written communication skills are essential to the position.
Capable of analyzing credit and financial information.
The ability to motivate or influence internal staff and external members is a critical part of the job, requiring a significant level of influence and trust.
Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.
Ability to provide world class member service while executing Interra's vision, mission, and delivery of Core Values.
Interpersonal Skills:
Courtesy and tact are essential elements of the job.
Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
Communications generally require shorter and not in-depth discussions.
Competencies:
Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization. Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities. Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome. Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity. Self-Motivated - Demonstrates initiative to address challenges, accomplish tasks, and seize opportunities, even when challenged. Demonstrates appropriate urgency and positive attitude while doing so. Teamwork - Effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team. ADA Requirements
Physical Requirements:
Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable, and timely attendance.
Working Conditions:- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
- Mental and/or Emotional Requirements
- Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
- Must be able to read and carry out various written instructions and follow oral instructions.
- Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
- Must be able to speak clearly and deliver information in a logical and understandable sequence.
- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
- Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
- Must be able to effectively handle multiple, simultaneous, and changing priorities.
- Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Equal Employment Opportunity and Affirmative Action:
Interra is an equal opportunity and affirmative action employer committed to creating a diverse workforce. Qualified applicants will receive consideration without regard to their race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran among other factors.
Accessibility Accommodation:
Interra Credit Union invites all qualified and interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact HR@interracu.com and one of our Human Resources Consultants will contact you within 48 hours.
Why Join:
INCulture: We believe that a positive work environment is key to success. Staying engaged, informed, and keeping it fun, is how we achieve this.
Professional Growth: Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
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