Member Service Consultant - Part Time

Overview

Join Our Team as a Member Service Consultant!

About the Role

Are you passionate about delivering exceptional service and building strong relationships with customers? We are seeking a dynamic and motivated individual to join our team as a Member Service Consultant at our Southwest Branch
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The Member Service Consultant (MSC) is responsible for delivering exceptional service in person or via video to both members and the team. The MSC performs a broad variety of member service functions including managing lobby traffic, opening and servicing consumer and business accounts, interviewing, counseling, and cross-selling credit union products and services to deepen member relationships. The MSC is responsible for managing workload and taking action to achieve assigned sales and service goals.

The MSC may work independently with additional duties such as opening and closing of the branch.

• Responsible for opening and servicing consumer accounts, interviewing, counseling, and cross-selling credit union products and services to deepen member relationships.
• Performs account maintenance (such as address changes, disputes, replacement check and card orders, IRA maintenance, deposits, and payment processing) primarily by using the member facing remote delivery option whenever possible. Educates members on how future servicing needs may be facilitated digitally.
• Makes decisions on fee reversals, courtesy credit (service recovery) and provisional credit within assigned authority limits.
• Contacts prospective and current members via phone and/or email to offer information on products and services to obtain additional business.
• Manages lobby traffic. Engage with members by welcoming them with a warm friendly smile, pleasant demeanor, using their name, whenever possible and thanking them for their business. Enthusiastically greets and interacts with members to proactively identify and address their service or sales needs.
• Acts as member advocate resolving account service issues, connecting with experts as needed, and responding to member inquiries promptly and effectively throughout resolution.
• Has deep working knowledge of all products and services offered by the credit union. Exhibits strong sales and service skills, presenting relevant and beneficial products and services. Proactively educates members on utilizing available access channels (e.g., ATM, Online, Mobile). Takes action to meet assigned standards. Connects members to appropriate internal or external partners as necessary.
• Participates in branch development activities in coordination with branch management, community development and business development as needed.
• Answers questions and refers issues requiring second level support to appropriate personnel. Ensures members understand next steps, follows up as required and matters are resolved to the member’s satisfaction.
• Uses sound judgment and executes financial transactions in accordance with credit union policies and procedures while maintaining an acceptable record in daily balancing.
• Completes other duties as assigned including assisting with coverage needs at other locations or departments as necessary (Member Care Center, Account Services, or other back-office departments).

To perform this job successfully, an individual must possess strong multi-tasking, customer service and communication skills. The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or general education degree (GED)
• Minimum one year of sales or retail experience in fast-paced, customer service environment

• To perform this job successfully, an individual should have proficient skills navigating a PC and internet browser.
• The individual must have a working knowledge of Microsoft 365 products (Outlook, Teams, Word, Excel).
• The individual must have a working knowledge of smartphones and using apps.

• Courtesy and tact are essential elements of the job. Work involves personal contact with members and others…