Job Summary:

This position performs all functions of front-desk and teller services, while displaying a higher level of working knowledge of the broader context of Partners’ products and services. This role is responsible for processing transactions related to member account requests and must balance each day’s transactions and verify cash totals. The Member Consultant will actively promote and cross-sell Partners’ products and services, and must display a welcoming and positive demeanor with members and co-workers, while maintaining professional and ethical service standards set by Partners.

• Ensures that all consultant functions are correctly performed and are in accordance with established policies and procedures.
• Ensures that all Members' needs are met and commitments to them are kept; providing "5 Star Service", to every member, every time.
• Ensures that all security procedures are followed.
• Balances cash drawer daily (when used).
• Performs consultant paying and receiving functions as required. Receives share deposits and loan payments. Prepares proper receipts.
• Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing and face-to-face interaction with the purpose of creating financial opportunities.
• Supports the credit union's objective and promotions by encouraging the use of multiple products and services to meet the Member's financial needs.
• Subject matter expert level of product knowledge to communicate features and benefits of all Credit Union products and services. Educates Members on how to become financially responsible.
• Resolves Members’ requests, problems, and questions promptly. Answers Members’ questions or refers appropriately.
• Presents and explains Credit Union services and products to Members and assists in meeting their financial needs. Opens and closes shares (Special Shares, Checking, Certificates, etc.)
• Orders checks for Members’ accounts.
• Completes stop payment orders.
• Performs file maintenance and account changes as needed.
• Answers questions and solves problems for Members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves Member bookkeeping and checking account problems.
• Keeps Members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
• Completes required reports and related documents promptly and accurately.
• Attends meetings as required.
• Opens and closes safe deposit boxes as assigned. (Branch Specific)
• Works front desk as assigned.
• Performs procedures for opening and closing of operations, including vault, alarm and door duties

Education: High School or GED (required)

Years of Relevant Work Experience: 2 years minimum

Language Skills: Spanish (preferred)

Certifications, Licenses, Registrations

• Ability to use a personal computer and related software applications including Microsoft Outlook (Required)
• NMLS Certification (Required)
• CA Notary (Preferred)
• Experience using Episys (Preferred)

Additional Abilities and Behaviors

• A minimum of 2 years financial and sales experience is required.
• Excellent member service and conflict resolution skills
• Effective sales skills
• Strong problem-solving skills
• Clear and open communication skills
• Flexible; easily adapts to change
• Strong time-management skills & ability to multi-task
• Responsible; takes initiative and works independently
• Strong teamwork skills
• Cash Handling Experience

Performance Standards

• Monthly Member Satisfaction evaluation / scores
• Monthly Coaching Evaluation (Overall Production Results)
• Wealth Management Referrals
• Partners Home Mortgage Referrals
• Auto Advisor / Autoland Referrals
• Cross Selling
• Member Consultant Balancing Standards
• Member Consultant Transactions Quality

Business/Work Environment
 Shift work including weekends consists of hours outside of an 8AM-5PM schedule to cover the hours of operation.

Discretion/Latitude
This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Training

• Basic Compliance Training Requirements
• Basic NEO Training Requirements
• On-the-Job Training, as required
• Core System Training
• Lending and New Account Platform Training
• Cards Training (Springboard & Card Wizard)
• PLP Training
• Unity Training