Member Consultant Lead

SUMMARY

The Member Consultant Lead will deliver excellent service to members and internal customers. This person will possess excellent member service, problem resolution and workflow management skills. This person will ensure that their location is promoting remote services by utilizing the remote access channels while assisting members. This person will have a thorough knowledge of Credit Union policies, procedures and services to assist members with their inquiries and transactions. The Member Consultant Lead serves as a mentor and coach for team members, assists consultants with questions, handles escalated member issues and authorizes exceptions. This person maintains a leadership role within the department by supporting and achieving the sales, service and quality objectives.

RESPONSIBILITIES

• Perform all responsibilities in accordance with BECU Competencies and Information Protection requirements.
• Perform the essential functions of a Member Consultant.
• Resolve escalated issues and concerns and follow through to ensure member satisfaction, and inform all stakeholders of the solution.
• Work with the manager to identify team needs related to training, mentoring, and coaching.
• Coach peers and provide feedback on the day to day operations of the center.
• Recommend procedure, product or service enhancements, and workflow improvements to provide the most responsive and efficient service to members and internal customers.
• Assist the manager by monitoring workflow and volume. Ensure internal and external members are assisted in a timely manner, within established service and quality objectives.
• Assist with creating, maintaining and distributing departmental reports and statistics to management and staff.
• Works with leadership to ensure the center is adequately staffed and to identify trends, understand profitability, forecast performance, create and execute the center’s business plan and community involvement strategy.
• Maintain signing authority for BECU’s release of interest on title vehicles Guarantee signatures in accordance with the STAMP program for the sale or transfer of members’ stocks and securities.
• Monitor department internal controls and quality control reports. Ensure timely and effective audits are performed at the NFC and coordinate with other centers to assist as needed.
• Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.
• For the purpose of attaining Credit Union goals, it is the responsibility of each employee to strive for the continuous improvement of processes and quality of service.
• Perform additional duties as assigned.
  

QUALIFICATIONS

• Proficient PC skills, with the ability to learn new software.
• Excellent verbal and written skills to effectively communicate in the English language.
• Excellent problem resolution, negotiating, leadership and coaching skills.
• Ability to exercise confidentiality and discretion.
• Excellent interpersonal skills to ensure issues are handled in a fair and consistent manner.
• Excellent organizational skills, with the ability to handle multiple tasks by prioritizing job responsibilities.
• Ability to maintain flexibility and adaptability for departmental and Credit Union changes.
• Ability to effectively present information and/or training to individuals and groups.
• Ability to present a professional image to members, management, staff, and other contacts.
• Proficient math skills with a high degree of accuracy.
• Ability to effectively promote, demonstrate and cross-sell products and services of the Credit Union.
• Ability to work independently and as a team member, while using discretion in decision-making and sound judgment in problem solving.
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
• Ability to work a shifting/flexible schedule; this requires evening, nights or weekends.
• High School Diploma or equivalent required. College level business classes preferred.
• Three years of experience as a Member Consultant at BECU or equivalent work experience required.
• Experience in a leadership or mentor role required. Previous supervisory experience preferred.
• Comply with SAFE Act legislation, which requires annual registration as a Mortgage Loan Originator (MLO).

EEO Statement:

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.