Start a Rewarding Career with Alliant
The Member Service Consultant is responsible for providing consultative service and support to credit union members via the Member Contact Center (telephone). Work involves moderate to advanced proficiency in processing financial transactions on member's accounts, resolving member issues, evaluating and identifying the member's financial needs with compassion and care. The Member Service Consultant builds relationships with members in order to provide high levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Resources and skills to do the job require good communication and de-escalation skills, reliance on technical knowledge of credit union products, policies and regulatory compliance. Immediate supervision is received from the Supervisor, Member Contact Center.
Responsibilities
What will your day look like?

• Independently handles 40-60 routine and more complex member inquiries with a goal of first-point-of-contact call resolution and limited escalation. Efficiently and effectively processes financial transactions on member's accounts.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Decision fee-refunds within defined relationship parameters.
• Offers and originates deposit products and new memberships.
• Assist management in identifying opportunities to increase service quality and escalates high-level member issues and concerns to internal business partners.
• Act as a member advocate at all times and consistently meet or exceed individual member satisfaction targets within department.
• Identify and evaluate member's financial needs within the Sales Tracking and Referral System and recommend the appropriate product solutions and services using needs-based sales techniques.
• Make consumer loan, mortgage, and investment referrals to internal business partners that result in increased balance growth.
• Responds to calls and tickets coming back from our 3rd party call center partner.
• Consistently meet or exceed all targets for Schedule Adherence and Call-Quality Metrics.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
Qualifications
What makes you a great fit?
You are a goals-driven, people person

• You have professional phone manners when interacting with our members
• You are able to walk in member's shoes and act as a member advocate
• You can independently handle routine and complex member inquiries
• You are a good listener who can identify and evaluate member's financial needs and recommend the appropriate product solutions and services using needs-based sales techniques

Required :

• High School diploma or equivalent work experience required. Bachelor's degree preferred.
• Two years' experience in banking, retail or customer service and previous experience working in a financial institution preferred.
• Basic math skills and good computer knowledge including typing skills required.
• Excellent verbal, written, and active listening skills required.
• Must demonstrate a professional phone manner and the ability to work independently.
• Flexibility to work between 7 am to 8 pm including weekends
• Comfortable working in a restrictive environment requiring extended periods of time at a fixed work position.

When you're happy, we're happy! As a thank you for joining our team, we offer:

• Very competitive pay with bonus potential
• Eligible to participate in our Performance Incentive Plan
• Phenomenal benefits effective immediately
• 401(k) company match
• Casual dress attire
• Numerous employee discounts on various products and services

Still not convinced?
For more details you can also visit our Glassdoor and LinkedIn profiles .