Summary

The Financial Services Consultant 1 contributes to credit union growth and member financial well-being through a member-centric, consultative sales and service approach. This role delivers friendly, accurate service while processing routine member transactions and supporting standard branch activity.

In addition to routine transactions, the role carries entry-level sales goals and requires proactive outreach to members, including occasional outbound calling, to deepen relationships and meet branch objectives. Financial Services Consultant 1s are trained early to support deposit account servicing and origination of standard consumer loans; onboarding is designed to build foundational capability in deposit accounts, consumer loans, and teller transactions within the first several weeks, with skills developing over time through coaching and guidance from more experienced representatives. Work is completed using defined workflows, checklists, and scripts, with exceptions and non-routine situations escalated as needed.

Essential Functions

• Proactively identify member needs and recommend appropriate products and services to strengthen financial relationships; refer more complex needs (including mortgage, advanced business accounts, and investments) to experienced consultants or specialists.
• Work toward individual and branch sales goals by using needs-based conversations and completing proactive outreach, including occasional outbound calling, to follow up on leads, deepen relationships, and schedule appointments as needed.
• Provide friendly, accurate service to members during routine branch transactions, including account inquiries, deposits, withdrawals, and basic account maintenance, following established procedures and guidelines.
• Open new memberships and standard deposit accounts (e.g., checking and savings) in accordance with credit union policies, procedures, and verification requirements.
• Support standard consumer loan origination and servicing, including application intake, documentation, disclosures, and system entry, following established procedures and lending regulations; seek guidance and escalate exceptions as appropriate.
• Follow defined workflows, checklists, and scripts to ensure accurate account opening, documentation, and disclosures; escalate exceptions or non-routine situations to a supervisor or senior staff.
• Educate members on basic digital banking tools and self-service options using standard materials and talking points.
• Support lobby management by welcoming members, assisting with basic inquiries, and scheduling appointments with appropriate staff.
• Perform teller and platform functions as assigned, ensuring accuracy, balancing, and compliance with operational policies and procedures.
• Adhere to BSA/AML, OFAC, and privacy requirements by following established protocols and escalating questions or concerns to a supervisor.
• Participate in training, coaching, and performance feedback to build skills in service delivery, basic sales conversations, and product and system knowledge.
• Work collaboratively with team members and refer members to specialized teams (e.g., mortgage, investments, business services) when needs fall outside the scope of routine service.

Qualifications

Experience

• Prior customer service experience required; experience in a financial institution, hospitality, restaurant, or retail sales environment preferred.
• Exposure to sales or service in a goal-oriented environment (including proactive outreach or call campaigns) preferred.
• Previous experience in a consultative sales role or consumer lending environment desired.

Education

• High school diploma or GED equivalent.

Knowledge

• General understanding of customer service and relationship-focused interactions, or the ability to learn through training and coaching.
• Basic knowledge of financial services concepts (e.g., checking/savings accounts, consumer loans, digital banking tools), or the ability to learn credit union products and services through training.
• Willingness and ability to learn account-opening procedures, basic consumer lending processes, and applicable regulatory requirements while working under established guidelines.
• Exposure to sales or service principles in a goal-oriented environment preferred.
• Comfort with meeting entry-level sales expectations and participating in occasional outbound calling as part of proactive member outreach.
• Familiarity with Microsoft Office applications and digital technology, online tools, and electronic communication, or the ability to learn required systems.

Skills/Abilities

• Strong interpersonal and communication skills, with the ability to engage members in positive, service-focused conversations using scripts, prompts, and standard talking points.
• Ability to learn and follow established procedures, workflows, and checklists while maintaining accuracy and attention to detail.
• Basic problem-solving skills, with the ability to resolve straightforward issues and escalate non-routine situations to more experienced staff or a supervisor.
• Professional and composed in handling routine member questions and concerns, seeking guidance when situations fall outside standard procedures.
• Awareness of the importance of accuracy, confidentiality, and ethical conduct when handling member information.
• Reliable and responsible, with the ability to work effectively both independently on assigned tasks and as part of a team.
• Adaptable and willing to learn new products, systems, and processes in a changing branch environment.
• Comfortable working in a service- and results-focused environment, supporting basic sales conversations, account opening, cash handling, and compliance requirements under supervision.

Physical Requirements/Work Environment

• Prolonged periods of sitting and standing while working at a desk, workstation, or service counter.
• Frequent use of a computer, telephone, and standard office equipment.
• Regular interaction with members and coworkers in a retail branch environment.
• Ability to lift, carry, or move up to 20 pounds on occasion (e.g., supplies or documents).
• Fine motor skills required for cash handling, keyboarding, and document processing.
• Visual acuity sufficient to read screens, printed materials, and financial documents.
• Ability to work in a fast paced, member focused environment with frequent interruptions while following established procedures and workflows.
• May require flexible scheduling based on branch needs, including evenings or weekends.