Member Care Consultant - PT

About the Role

As a Member Care Consultant, you'll be the friendly voice and problem-solver our members rely on. Our Member Care Consultants are the frontline of support-helping members with inquiries, resolving issues, and providing friendly, efficient service across phone, message, and online channels. You'll guide members through their banking needs, troubleshoot common issues, and recommend products that support their financial goals.

Schedule: Availability Monday-Friday 10:00 AM-3:00 PM, Rotating Saturdays.

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  Assist members via phone, messages, and other channels with account questions, transactions, and product information.

  
  
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  Troubleshoot issues with digital banking tools (mobile app, online banking, bill pay, remote deposit, etc.).

  
  
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  Resolve member concerns with empathy, accuracy, and urgency.

  
  
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  Refer complex research, loan maintenance, and other specialized requests to the appropriate teams.

  
  
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  Proactively identify needs and cross-sell products such as savings/checking accounts, loans, and convenience services.

  
  
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  Reach out to members about new products, promotions, and opportunities to deepen their relationship with us.

  
  

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  2+ years of financial services, customer service, or sales experience.

  
  
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  High school diploma or GED.

  
  
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  Strong communication skills; bilingual English/Spanish a preferred.

  
  
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  Comfortable navigating PCs, mobile apps, and Microsoft 365.

  
  
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  Ability to problem-solve, follow procedures, and provide exceptional service in a fast-paced environment.

  
  
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  Sales-oriented mindset with the ability to identify member needs and recommend solutions.