Sr Member Service Consultant


The primary function of this role is to provide accurate, quality, and timely service and consultation to members and potential members who utilize the branch channel to apply for consumer savings and loan products. Maintain an in-depth knowledge of all Credit Union products and services to offer the right financial solutions to members via in-branch, over the phone, and through electronic communication. Process, underwrite, and recommend loan and membership decisions within an assigned level of authority. Compile all required documentation associated with each application and maintain effective communication with all applicants throughout the application process. Represent the Branch team and its membership on projects and initiatives as requested. Provide backup assistance to coworkers and other branches as needed.

35% - Loan Production. Work individually and as part of a team to ensure the Branch Team produces at minimum the branch’s consumer loan goal. Process and accept applications, review credit reports and behaviors, and collect required documentation as warranted. Underwrite loans up to an assigned level of authority, and make decision recommendations on applications requiring a higher level of lending authority for approval. Cross-sell ancillary services and payment protection. Maintain high quality standards on each application, ensuring lending guidelines and applicable laws are adhered to and all required documentation is properly collected.

35% - Member Service. Deliver timely and exceptional service. Assist prospective, new, and existing members with opening new products and services, and resolve complex and routine inquiries pertaining to products, services, or existing accounts. Maintain effective communication with all applicants at each stage of the application process, setting clear expectations. Promote credit union products and services by identifying member needs and cross-selling benefits. Explain loan programs to members, evaluate their needs and recommend loan options.

25% - New Account Origination. Work individually and as part of a team to process all incoming membership and account applications. Process and accept applications, review system verifications, and collect required documentation as warranted. Mitigate fraud and underwrite applications, rendering approvals or denials according to membership guidelines and applicable laws.

10% - Operations. Serve as the back-up MSC. Demonstrate efficiency with financial transactions for checking, savings and borrowing members. Receive funds, post transactions, and withdrawals as requested. Balance teller cash drawer daily to assure accuracy in transactions, notify manager regarding any outages. Assists in various opening and closing branch duties on a daily basis. Serve as vault teller for the Credit Union, which includes ordering the cash from the Federal Reserve, verifying cash received, filling teller cash orders, maintaining full vault security, and balancing vault cash nightly. Balance and maintain ATMs. Trouble-shoot minor problems with ATMs and/or cash recyclers. Performs other duties as assigned by the Manager or designee.

Must comply with applicable laws and regulation, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, the Office of Foreign Assets Control, and the SAFE Act.

Knowledge & Skills Experience

Two to five years of similar or related experience, including time spent in preparatory positions.


A two-year college degree or completion of a specialized course of study at a business or trade school. Completion of seminars and workshops in the Credit Union industry; specifically, IRA and consultative service training.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills

Excellent telephone manners and techniques. Effective oral and written communication skills. Ability to research and resolve problems before they become critical. Knowledge of member services, loan policies, and procedures. Knowledge of IRA applications, withdrawals, rollovers and transfers. Demonstrated ability to identify member needs and sell benefits. Ability to work independently within the limits of policy and authority. Knowledge and proficient use of computer applications to include spreadsheet and word processing programs. Demonstrated ability to provide courteous, professional service in a high-volume environment.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasionalliftingofupto10lbs.Mustbecapableofclimbing/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 anaverageof6-8hoursper day, when necessary. Must be able to work extended hours or travel offsite 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 customer 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.

Internal - Grade 8


Full time
Salary Range
$83,000.00 - 124,000.00
per Year
Salary range estimated by
Alexandria, VA 22312, US