Member Experience Consultant II - Multi-Site

Dutch Point Credit Union; Hartford (CT); On-site; USD 68,770,000 - 80,231,000; Full time

Job summary

Dutch Point Credit Union is seeking a Flex Member Experience Consultant II to provide comprehensive in-person service across multiple branches in the Greater Hartford area. You will handle transactions and account needs while supporting consumer loan origination and contributing to branch sales, service, and operations.

You will promote digital services, guide members through applications, and stay updated on products, policies, and technology to meet branch goals and regulatory requirements.

Qualifications

• Two to four years of retail banking or financial services experience.
• Strong communication, interpersonal, problem-solving, and relationship-building skills.
• Ability to manage multiple tasks efficiently in a fast-paced environment and deliver accurate, member-focused service.
• Basic knowledge of financial products and services and the ability to identify member needs and recommend appropriate solutions.
• Proficiency in computer applications and banking software.
• Commitment to professionalism, accuracy, compliance, confidentiality, and Dutch Point Credit Union Member Service Standards.
• Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.

Responsibilities

• Provide friendly, efficient, and accurate in-person service while welcoming members, managing lobby flow, and maintaining a professional branch environment.
• Process deposits, withdrawals, loan payments, account inquiries, and other daily transactions with precision and attention to detail.
• Open and close accounts, complete service requests, and ensure required documentation is accurate and complete.
• Understand member needs and recommend appropriate financial products and services that support their goals while contributing to branch sales and referral expectations.
• Promote and educate members about digital services and help them use available banking tools confidently.
• After demonstrating proficiency, guide members through consumer loan origination, excluding real estate loans. Explain available options, support members throughout the application process, and collect required documentation.
• Address and resolve member questions and issues with thorough, accurate information and sound judgment, and actively seek member referrals to support membership growth.
• Support branch operations and team goals by staying current on products, policies, procedures, and technology; completing opening and closing duties as assigned; and following regulatory, BSA, OFAC, security, and operational requirements.

Skills

Retail banking experience

Customer service

Communication skills

Problem-solving

Relationship-building

Multi-tasking

Banking software proficiency

Education

Associate degree in business or finance

Tools

Banking software

Job description

Every member interaction is an opportunity to make banking easier, build trust, and help someone move closer to a financial goal. As a Flex Member Experience Consultant II, you will provide comprehensive in-person service across multiple branches in the Greater Hartford area based on staffing and business needs. You will handle transactions and account needs, recommend appropriate financial solutions, and support consumer loan origination while contributing to the sales, service, and operational goals of each branch you support.

Why This Role Matters

Members visit our branches for everything from everyday transactions to significant financial decisions. You'll build relationships by understanding each member's needs, providing straightforward guidance, addressing questions and concerns, and connecting them with products and services that support their financial goals.

What You'll Own

• Provide friendly, efficient, and accurate in-person service while welcoming members, managing lobby flow, and maintaining a professional branch environment.
• Process deposits, withdrawals, loan payments, account inquiries, and other daily transactions with precision and attention to detail.
• Open and close accounts, complete service requests, and ensure required documentation is accurate and complete.
• Understand member needs and recommend appropriate financial products and services that support their goals while contributing to branch sales and referral expectations.
• Promote and educate members about digital services and help them use available banking tools confidently.
• After demonstrating proficiency, guide members through consumer loan origination, excluding real estate loans. Explain available options, support members throughout the application process, and collect required documentation.
• Address and resolve member questions and issues with thorough, accurate information and sound judgment, and actively seek member referrals to support membership growth.
• Support branch operations and team goals by staying current on products, policies, procedures, and technology; completing opening and closing duties as assigned; and following regulatory, BSA, OFAC, security, and operational requirements.

What Success Looks Like

Members receive consistent, friendly, and accurate service regardless of the branch you support. You adapt quickly to different teams, member needs, and branch workflows, providing practical solutions across transactions, account services, digital banking, and consumer lending. You identify opportunities to deepen member relationships, support branch growth goals, minimize errors and compliance issues, and contribute positively wherever coverage is needed.

Who Thrives Here

You may be a strong fit if you:

• Build trust through friendly, professional service and clear communication.
• Thrive in a fast-paced branch environment while providing account assistance, processing transactions, solving problems, and building member relationships.
• Listen for members' needs and confidently recommend products and services that align with their financial goals.
• Take ownership of questions and issues, using sound judgment to reach accurate and timely resolutions.
• Adapt to changing member needs, policies, procedures, systems, and technology.
• Work collaboratively with teammates and stay committed to continuous learning and skill development.

Be dependable, flexible, and comfortable transitioning among multiple branches, teams, and operating environments.

Must-Have Qualifications

• High school diploma or equivalent.
• Two to four years of retail banking or financial services experience.
• Strong communication, interpersonal, problem-solving, and relationship-building skills.
• Ability to manage multiple tasks efficiently in a fast-paced environment and deliver accurate, member-focused service.
• Basic knowledge of financial products and services and the ability to identify member needs and recommend appropriate solutions.
• Proficiency in computer applications and banking software.
• Commitment to professionalism, accuracy, compliance, confidentiality, and Dutch Point Credit Union Member Service Standards.
• Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.

Preferred Qualifications

• Associate degree in business, finance, or a related field.
• Loan origination and closing experience, or willingness and ability to develop proficiency within the first year of employment.
• Experience delivering branch-based service that includes account opening and servicing, sales or referrals, digital-service education, and operational responsibilities.

The Opportunity

This flex position is designed for a financial-services professional who is ready to support a broad range of members' needs independently at multiple branches. You will provide reliable coverage where needed, quickly integrate with different branch teams, and combine everyday service, relationship‑building, account support, product recommendations, and developing consumer‑lending expertise to strengthen member relationships and contribute to success across the Greater Hartford branch network.

Work Location:

Flex role serving multiple Dutch Point Credit Union branches throughout the Greater Hartford area. Branch assignments will vary based on staffing and business needs.

Work Arrangement:

Onsite, branch‑based flex position requiring the ability to report to different assigned branch locations.

Employment Type:

Full‑time position; schedule may include evenings and weekends based on branch hours.

Salary Range:

$24.00 - $28.00 per hour

Work Environment / Travel:

This position requires regular travel among assigned credit union branches in the Greater Hartford area, reliable transportation, and flexibility to adjust locations based on staffing and business needs. The role includes frequent in‑person member interaction, use of digital channels, and branch opening and closing responsibilities. The employee may be designated as a key holder and, when designated, must complete all required security and operational procedures. Branch assignments and schedule changes will be communicated as business needs arise.

Dutch Point Credit Union is an equal opportunity employer.