Member Experience Consultant I

Requirements

• Welcome members to the Branch and guide them to the ITMs when appropriate.
• Provide education for using the ITMs.
• Perform member service tasks on a daily basis to include but not limited to: opening new consumer memberships, new youth memberships, maintenance of all account types, credit card applications, assisting members with online banking support, instant issue and member select PIN requests, quick draw loans, wire transfers, notaries, ordering checks, address and phone number updates, opening certificates and sub share accounts, changing account types, funding both personal and auto loans, and closing memberships.
• Responsible for providing information and taking applications for a variety of consumer loans including auto and recreational vehicle loans, personal loans, credit cards, and secured loans following Credit Union procedures and policies.
• Follow-up and maintain pending loan queue. Maintain loan information and follow-up documentation. Assist members with loan payment issues.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Teller, Member Services, and Lending functions.
• Responsible for obtaining clear title to collateral and dealing knowledgably with all title and CPI issues. Assist members with CPI issues.
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable, using the ENGAGE model. Make referrals when appropriate.
• Performance expectations to meet appropriate production goals.
• Maintain account accuracy by working various reports, workflows, and projects as requested.
• Request members to bring accounts positive and to maintain minimum balance requirements. Request members make payments on delinquent loans or over-the-limit-credit card balances.
• Provide coverage at other Branch locations, in the contact center, or through other channels as needed.
• Build relationships with local businesses and community organizations with the direction of the Branch Manager or Market VP.