Member Services Consultant II

Position: Member Services Consultant II

Pay Range: $21.13 to $31.69

FLSA Classification: Non-exempt

Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothill of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)—primarily in education, healthcare, and municipal government—as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas. 

Exceptional service is our promise to members. We've earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the #1 ranking in overall return of value to members (ROM) among peer credit unions ($700MM–$1B) in California, according to Callahan & Associates. 

As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community. 

Benefits and Perks: 

• 100% covered medical/dental/vision for employees 
• 401(k) plan with match
• Profit-Sharing Plan 
• Paid Holidays 
• Paid Time-Off 

About the Role:  The Member Services Consultant II (MSCII) plays a key role in shaping exceptional member experiences at Foothill Credit Union. As a trusted financial partner, the MSCII builds meaningful relationships with members, helping them make confident decisions and achieve their financial goals. Through thoughtful conversations and a deep understanding of each member's needs, the MSCII recommends products and services that truly make a difference in their financial well-being. Driven by curiosity and a commitment to growth, the MSCII continuously expands their knowledge of Foothill's offerings, operations, and compliance standards—ensuring every interaction reflects the highest level of service, integrity, and expertise. 

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

• Process and open New Accounts through Meridian while complying with eligibility and regulatory requirements
• Set up home banking services, including e-statements, for new and existing members
• Order checks and manage account-related services such as stop payments and payroll deductions and process authorization forms and related documentation accurately
• Perform file maintenance, including account updates and changes
• Renew, update, and maintain certificate and IRA accounts; respond to basic IRA inquiries
• Accept loan applications using Meridian Link, identifying the best consumer loan products for members
• Obtain credit reports during account openings for comprehensive credit analysis and processing
• Process and sign loan documentation for HELOC, Home Advantage, and personal loans
• Provide Notary Services and Medallion Stamp Certification as needed
• Maintain attestation for NMLS# (Nationwide Multistate Licensing System)
• Follow up with members via phone and email to ensure timely completion of services and applications
• Conduct outbound telemarketing to engage current and prospective members
• Complete required reports and records accurately and in a timely manner
• Attend scheduled meetings and training sessions as required
• Perform research and other clerical support duties as assigned
• Ensure work area is clean, secure, and organized at all times
• Provide support across multiple branch locations as needed
• Perform additional duties and responsibilities as assigned

Requirements

Experience/Education Requirements:

• High school diploma or equivalent
• 3-5 years in a member service-oriented position or one (1) year as an MSC l or personal banker, preferably within credit union operations working in such departments as New Accounts. IRA's, Lending. ATM, etc.
• Good understanding of Credit Union services and products
• Experience processing home equity line of credit and cross-selling credit union services
• Notary Services

Desired certifications in the following areas:

• Certified IRA Specialist
• NMLS

Other Skills and Abilities:

• Excellent verbal and written skills
• Excellent interpersonal and customer service skills
• Excellent time management skills
• Ability to identify member opportunities for financial improvement, communicate recommendations, and provide support
• Ability to make sound judgments
• Ability to organize and prioritize tasks while maintaining detailed, accurate records
• Ability to maintain a professional image
• Proficient math skills
• Proficient with Microsoft Office Suite 
• Bilingual (Spanish/English) preferred
• Consistent attendance

Foothill Credit Union is an Equal Opportunity Employer. It does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, intersectionality, status as a veteran, and basis of disability or any other federal, state, or local protected class.