What You’ll Be Doing
Serve the Membership by providing World Class Personal Service, supporting Members Consumer Lending needs primarily via the phone by completing various consumer lending transactions, submitting consumer loan applications for decisions, gathering relevant loan documents and providing Members with consumer lending information and recommendations.
- Deliver World Class Personal Member Service in a caring, enthusiastic, professional and efficient manner, while contributing to Consumer Lending goals on accuracy and service quality.
- Serving the Membership over the telephone by answering and processing Member consumer lending transaction requests, submitting loan applications, funding personal loans and credit cards, and providing product and service information to Members.
- Accurately present information and perform tasks associated with originating (applications), processing and funding of various consumer loan products offered by the Credit Union including requesting and gathering relevant documents from Members (registration, income, purchase orders, etc.
entering data to complete transaction and conveying approximate processing times.
- Prepare loans for funding, ensuring all documents and funding terms are correct and forms (if applicable) are properly signed.
- Communicate all consumer loan decisions (approvals and denials) to Members, advise them of all requirements necessary for loan approvals.
- Has a working knowledge of consumer lending product and services including DMV and insurance products to effectively refer Members to the appropriate area.
Identify needs and make recommendations for Members requests.
- Advocate for Members and be willing to escalate calls as appropriate and solicit help as needed from other departments.
- Maintain confidentiality of credit union and Member records.
- May communicate with Members using electronic correspondence.
- Provide consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns.
Additional Job Functions
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
Failure to do so may result in disciplinary and other employment related actions
Qualifications
- High School Diploma or GED required
- less than 1 year previous experience in sales, customer service, or banking required
Knowledge, Skills, and Abilities
- Concentrates on caller
- Basic consumer lending product and service knowledge
- Listens without interrupting
- Asks questions to clarify and verify information
- Recaps transaction to ensure understanding
- Identifies essential information
- Enters information efficiently
- Displays expected level of accuracy
- Summarizes transaction clearly and concisely
- Excellent oral and written communication skills
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