Job Description

The Financial Services Consultant 3 (FSC 3) applies advanced working knowledge of branch tools, products, and processes to manage a high-volume workload and deliver consistently exceptional, member-centric service with a high degree of autonomy. This role supports credit union growth and member financial well-being through proactive, consultative conversations, complex membership and deposit solutions, and advanced consumer lending origination and closing.

The FSC 3 serves as a resource for the branch by sharing product and process expertise, providing informal guidance to peers as needed, and supporting service and compliance consistency. This role may contribute input to job aids and process improvements and supports training activities as assigned.

Essential Functions

• Deliver comprehensive, consultative service across a full range of member transactions; independently resolve complex account and lending issues using sound judgment within policy and delegated authority.
• Own end-to-end onboarding for new and existing members, including advanced deposit solutions and account maintenance, ensuring accuracy, documentation quality, and regulatory adherence.
• Originate, process, and close consumer loans (including more complex credit scenarios) independently; perform needs-based discovery, product structuring, and documentation review while adhering to lending policy and compliance standards.
• Recognize life events, financial patterns, or emerging needs and recommend tailored products and services to deepen relationships, improve financial outcomes, and increase member loyalty.
• Consistently meet or exceed Level 3 sales goals through a relationship-focused approach; influence branch performance through strong pipeline management and disciplined follow-up.
• Maintain and actively manage a robust sales pipeline; execute proactive outreach (calls, appointments, and follow-ups) to drive membership, deposit, and lending growth.
• Support and reinforce referral discipline across the branch by identifying opportunities and connecting members with specialized partners (mortgage, investments, business services) as appropriate.
• Apply advanced working knowledge of BSA/AML, OFAC, privacy, and operational risk standards; identify red flags, ensure proper documentation, and take appropriate action (including escalation) to mitigate risk.
• Serve as a resource within the branch for products, systems, compliance, and troubleshooting; provide real-time support to peers to improve service consistency and first-contact resolution.
• Analyze multifaceted member situations, identify root causes, and develop solutions that balance member experience, policy requirements, and operational controls.
• Provide day-to-day guidance and informal coaching to less experienced employees (tellers and consultants) on service behaviors, consultative conversations, system usage, and compliance best practices; may assist with onboarding and refreshers.
• Support branch operating rhythms and continuous improvement by contributing to job aids, knowledge articles, or process updates; identify recurring issues and recommend practical solutions.
• Serve as Manager on Duty on an occasional or coverage basis, addressing escalated member concerns, ensuring operational continuity, and partnering with leadership on issue resolution.
• Participate in ongoing training and professional development to remain current on products, systems, sales practices, and lending requirements; model adoption of changes and reinforce expectations with peers.

Requirements

Qualifications

Experience

• Minimum of 2 years of directly related financial services, banking, or consultative sales experience.
• Demonstrates a strong and sustained record of consultative sales success, growth of client/member relationships, and achievement of key business objectives.
• Proven ability to independently manage more complex member situations and lending scenarios, applying policy knowledge, sound judgment, and appropriate risk awareness.
• The following experience is preferred:
• Documented success in consumer loan production, pipeline management, and business development.
• Prior experience mentoring, onboarding, or coaching peers in a financial institution or sales environment.
• Experience serving as a subject matter resource for products, systems, or operational/compliance processes.

Education

• High school diploma or GED equivalent.

Knowledge

• Advanced knowledge of consumer lending, including the ability to independently originate, structure, analyze, process, and close loans; resolve documentation and funding exceptions; and navigate more complex credit scenarios within policy.
• Advanced knowledge of consumer deposit products, digital banking services, and specialty accounts (e.g., IRAs, HSAs), with the ability to recommend tailored solutions based on life events, financial patterns, and member goals.
• Strong working knowledge of compliance requirements, including BSA/AML, OFAC, privacy, and operational risk standards, with the ability to apply policy in complex or ambiguous situations, recognize red flags, and ensure appropriate escalation and documentation.
• Proficiency across multiple systems, including core processing, digital platforms, and financial tools, with the ability to troubleshoot multi-step issues and support others in effective system use.
• Deep understanding of consultative sales and relationship management principles, including pipeline discipline, referral best practices, and the ability to influence outcomes through needs-based recommendations.
• Working knowledge of business account fundamentals and referral processes, with the ability to identify opportunities and connect members to specialized partners for broader financial solutions.

Skills/Abilities

• Advanced interpersonal, negotiation, and consultative sales skills, with the ability to lead in-depth financial conversations and address complex member needs.
• Demonstrated ability to consistently meet or exceed Level 3 sales goals and drive meaningful membership, lending, and relationship growth.
• Strong analytical and problem-solving skills, with the ability to independently assess multifaceted situations, determine root cause, and implement effective solutions within policy guidelines.
• Sound judgment and decision-making ability in complex or ambiguous circumstances, balancing member experience, compliance, and operational risk; escalates appropriately when needed.
• Ability to serve as a branch subject matter resource and peer coach, providing guidance, feedback, and support on service, sales, systems, and operational practices.
• Strong organizational and prioritization skills, with the ability to manage a dynamic pipeline, time-sensitive lending tasks, escalated member concerns, and competing responsibilities.
• Professionalism, reliability, and accountability in all assignments, modeling high standards of service, confidentiality, and compliance.
• Effective team collaborator who contributes to a strong sales and service culture; supports change adoption and continuous improvement in the branch.
• Ability to serve as Manager on Duty on an occasional or coverage basis, maintaining operational continuity and resolving escalated concerns when leadership is unavailable.
• Comfortable operating with a high degree of autonomy in a fast-paced, results-driven environment while maintaining service quality and regulatory adherence.

Physical Requirements/Work Environment

• Prolonged periods of sitting and standing while working at a desk, workstation, or service counter.
• Frequent use of a computer, telephone, and standard office equipment.
• Regular interaction with members and coworkers in a retail branch environment.
• Ability to lift, carry, or move up to 20 pounds on occasion (e.g., supplies or documents).
• Fine motor skills required for cash handling, keyboarding, and document processing.
• Visual acuity sufficient to read screens, printed materials, and financial documents.
• Ability to work in a fast paced, member focused environment with frequent interruptions, handling moderately complex transactions, lending processes, and member requests independently while following established procedures and workflows.
• May require flexible scheduling based on branch needs, including occasional evenings or weekends.