The Financial Coach I delivers extraordinary service while encouraging members and non-members to choose the Credit Union as their primary financial services provider by proactively building member relationships to help meet their financial needs.
1) Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address members’ service needs. Educate members on ease of use and convenience services, including PTM technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement. (40%)
2) Accurately process new accounts and loan requests for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Proactively and efficiently, close, and disburse approved loans originated in the Member Center Network and/or through alternative delivery channels. (30%)
3) Ask open-ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports, as well as making outbound calls to increase member engagement. (10%)
4) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (5%)
5) Proactively identify qualified referrals for members that will save members time, money and provide peace of mind. Referrals are primarily to our Mortgage Lending, Member Business Services, and Retirement Solutions teams. (5%)
6) Assist members with questions regarding WPCU products and services as well as resolve members’ complaints. (5%)
7) Perform miscellaneous duties such as end of day activities, creating requested reports, filing, answering phones, maintaining supplies, operating a cash drawer, etc. (5%)
Required Skills
1) High school diploma or equivalent required; a minimum of 5 years of relevant work experience may be considered in lieu of a diploma. Some post-secondary education is preferred.
2) A minimum of 1 year of customer service experience required.
3) 6-12 months of service experience in the financial industry preferred.
4) NMLS is required.
5) Experience in financial coaching, financial literacy education, or the financial industry is required.
6) Strong customer service and communication skills, with the ability to explain financial concepts clearly required.
7) Hands-on experience with loans, account openings, and guiding members through documentation required.
8) Working knowledge of personal finance, credit, and consumer financial products required.
9) Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.
10) Ability to assess member needs, review credit reports, and recommend solutions and make sound decisions with professionalism and optimism preferred.
11) Strong communication and interpersonal skills with the ability to listen, show empathy, and clearly explain financial concepts in person, by phone, or by email.
12) Sound decision-making, problem-solving, and professionalism able to work through regulatory requirements and deliver consistent results.
13) Commitment to member support and continuous learning.
