Support Relationship-Based Member Needs
Guide members through new account openings, lending requests, complex account maintenance, and specialized account needs
Ensure conversations are thoughtful, accurate, and grounded in understanding
Build Trust Through Meaningful Financial Conversations
Listen actively to understand member goals, concerns, and context
Ask thoughtful questions that uncover underlying needs and help members make confident, informed decisions
Ensure Continuity and Completion
Own member requests through to clear resolution, including follow-up when needed
Provide clear next steps so members understand what to expect and feel supported throughout their journey
Apply Knowledge with Confidence and Care
Use product, lending, and account knowledge accurately and consistently
Navigate complex scenarios thoughtfully, seeking guidance when needed to ensure members receive the right support
Support Responsible Growth and Relationship Depth
Identify opportunities to strengthen the member relationship
Partner Across the Care Center
Collaborate with inbound care, outreach, digital, lending, and branch teams to ensure smooth handoffs and a cohesive member experience
Reflect Culture and Purpose in Daily Work
Demonstrate the credit union’s values in how conversations are handled, challenges are addressed, and members are supported

High school diploma or equivalent
Minimum two years’ experience as a service representative in the retail or service industry or equivalent experience
Demonstrated knowledge of fiduciary products and services
Proficiency using Microsoft Office Suite

Care Consultant

About this role