Personal Consultant M-TH 8:45-5:15, F 8:45-6:15, Every Other Sat 8:45-1:15 - Dalton Location

JOB SUMMARY: 

The primary purpose of the Personal Consultant I & II is to provide exceptional service to our members during each member session. This role is responsible for opening new accounts, facilitating wire transfers, and building and maintaining strong relationships with members. The Personal Consultant I & II will maintain a positive, enthusiastic and energetic mindset while providing excellent communication, a solid understanding of TVFCU products and services and a passion for helping others achieve their financial goals.  

This position will be based out of our upcoming Dalton location.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Energetically engage members/potential members in the session while promoting an atmosphere of exceptional member service through positive member interactions.
• Initiate and maintain engaging member conversations to understand their financial goals and/or concerns.  Address their inquiries by offering personalized solutions and accurate information.      
• Proactively identify opportunities to deepen member relationships and recommend appropriate TVFCU products and services.
• Promote the benefits of digital banking by educating members on online and mobile banking
• Consistently provides exceptional member service, demonstrated by achieving an average Member Experience Evaluation score of 94.
• Maintain composure with a positive attitude while resolving member issues and discrepancies in a timely and professional manner.  Collaborate with manager and/or relevant departments when necessary.  
• Meet or exceed established production goals by uncovering needs and offering TVFCU products and services.  
• Maintain in-depth knowledge to have the ability to answer routine to complex questions regarding products, services, policies and procedures.
• Process various member transactions, including, but not limited to deposits, withdrawals, and loan payments in an accurate, efficient, and timely manner. 
• Maintain confidentiality of all member information.
• Maintain in-depth knowledge to have the ability to answer routine to complex questions regarding products, services, policies and procedures.
• Maintain knowledge and comply with all policies and procedures.  Complete all required training.  
• Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with members.
• Perform other duties as assigned.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent; additional certifications in finance or related fields are a plus.  
• Strong interpersonal and communication skills, with the ability to explain financial concepts clearly, especially on video. Bilingual skills are preferred.
• Proven experience in coaching, customer service or sales role, preferable within the credit union industry.
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Experience in member/customer service operations to include understanding of effective member/customer service philosophy
• Experience in responding effectively to highly sensitive, complex and/or urgent member/customer requests
• Experience in work which displays increasing levels of responsibility and/or authority
• Working knowledge of retail banking industry best practices
• Organizational, planning and time management skills
• Proficient skill exercising initiative and using good judgment to make sound decisions
• Proficient word processing and spreadsheet software skills
• Effective skill in responding to requests regarding complex financial information/data
• Ability to work in a fast-paced, changing environment, where multiple priorities need to be effectively managed.
• Ability to project a professional image and positive attitude in any work environment
• Excellent interpersonal and communication skills, with the ability to explain financial concepts in a clear and understandable manner.
• Exceptional prob