Description
Delivers extraordinary loan member experiences through the Service Center via online, mobile and phone channels. Receives inbound phone calls and follows up with members on submitted online/mobile loan applications in a timely matter while adhering to established service standards. Completes loans from start to finish, gathers, analyzes, verifies, and processes all necessary information provided by Mountain America members. Assesses, Advises and Assists member to recognize and meet additional member needs by providing quality service through loan servicing transactions and cross-selling products and services to help our members achieve their financial dreams.
LOCATION:
MACU Footprint
SCHEDULE:
Sunday 8-4:30 pm & Mon-Thurs 11:30-8 pm (Fri/Sat off)
Mon-Tues, Thurs-Fri 11:30-8 pm & Sat 8-4:30 pm (Wed/Sun off)
To be effective, an individual must be able to perform each job duty with the ability to show proficiency in the following areas by utilizing training, Knowledge Center, and supervisory resources.
Member Focus
- Provides exceptional member service via inbound calls and online/mobile channels for credit union membership by assessing member needs, advising to improve their financial situation. Which includes opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.
- Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach.
- Consistent focus on increasing member satisfaction, building the membership base and account retention.
- Expected to meet sales and service goals.
- Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
Loan Servicing
- Interviews members and originates loans by accepting, reviewing, and approving loan applications via the phone and online/loan channel.
- Interviews loan applicants, reviewing credit report and cross-sells loans.
- Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines value of collateral. Recommends loan decisions and cross sells to meet member needs. Conducts processing and closing documents for personal, RV, auto, business loans, and HELOC loans. Effectively hands off to underwriting department within limits of authority and notifies applicant of loan decisions.
- Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to their position
- Works in conjunction with other business partners (Home Equity, Mortgage, Underwriting, Consumer Lending and Loan Servicing) to ensure we adhere to all established Federal regulatory guidelines.
Other Responsibilities
- Performs necessary verification process
- Represents the credit union in a professional manner, both in dress and in actions
- Keeps work area neat and clean
- Responds to online/chat/email/voicemail/missed calls/other communication in a timely manner
- Actively participates and completes product knowledge courses
- Complies with all regulations as required by law
- Performs other duties as assigned
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
Ability to show proficiency in the following areas:
- At least one year of retail banking or related sales and customer service experience.
- Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
- Ability to work efficiently and effectively within multiple channels of inquiries.
- Ability to effectively communicate with member via phone to assess, advise and assist in loan application.
- Ability to manage large amount of loan applications.
- Ability to multi-task and maintain composure while handling all member activities and requests.
- Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
- Ability to perform mathematical calculations.
- Thorough knowledge of credit union policies, procedures, and regulations.
- Ability to communicate effectively using written and verbal communication.
Education
High school diploma or equivalent
Licenses, Certificates, Registrations, Trainings
Training to be completed generally during the first 90 days:
- Annual Loan Certification
- Product Knowledge Training
- New Account Training
- IRA Training
- Loan Training
- Loan Follow-up Training
- NMLS Certification
- Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration
Computer/Office Equipment Skills
- Intermediate computer operating skills
- Intermediate skills in Microsoft Office (Outlook, Word, Excel)
- Type a minimum of 35 words per minute preferred
- Symitar experience preferred
Managerial Responsibility
No supervisory/managerial responsibilities
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
- Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
- Ability to stand, walk, kneel and crouch occasionally
Vision Requirements
- Close vision (clear vision at 20 inches or less)
- Distance Vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally
Environmental
There are no unusually environmental factors
Noise Environment
Moderate noise (business office with computers and printers, light traffic.
