The Member Consultant creates unparalleled in-person experiences for existing and prospective consumer members that interface with STCU through our retail locations. By conducting interactive and collaborative interviews at new member origination, subsequent account maintenance and transactional requests, the Member Consultant will identify opportunities to expand existing relationships while positioning STCU as a first-choice market leader and the primary financial institution for the members they serve.This position also acts as Contact Center support.Core Job Requirements/OutcomesProtect the integrity and confidentiality of our membership by identifying members/account ownership to ensure proper access is upheld. Perform transactional duties to serve members with high accuracy in accordance with credit union policies and procedures as well as adhering to STCU’s balancing standards and proper dual control.Originate and expand member relationships by conducting an in-depth and personalized review of the members financial position. This is achieved by interviewing and finding opportunities to recommend product and services that meet the members financial goals.Exceed service expectations by creating unparalleled member experiences and excellence with every interaction; taking ownership of issues and challenges, increasing member loyalty, and delivering on our Here for Good brand promise.Other Essential FunctionsDemonstrate competency and an in-depth knowledge of all consumer, fiduciary deposit products, services and systems and accounts types including checking, savings, CD's and IRA's and lending products to open and conduct required account maintenance.Meet or exceed monthly branch goals including the promotion of ancillary products and submitting partner referrals by showcasing the added benefits and impact to the memberBuild and maintain trust by confidently answering member questions and finding appropriate resolutions for a variety of complex or technical issuesEngage in genuine and inquisitive conversation to identify best match products and services that fulfill unstated needs and deepen the member relationshipEmbody the principles of Everyday Personal Leadership in order to develop and maintain strong and productive working relationships at all levels of the organization.Position may also process cash transactions based on the needs of the location.
