Member Experience Specialist III

Job Description

Job Description

JOB SUMMARY

Answers incoming calls and either completes the request or directs the call to appropriate personnel. Responsible for receiving, processing, and closing online and / or in person loan applications for consumer loans, Home Equity Lines of Credit and credit cards as well as online and / or in person new membership account applications. Meets with applicants to explain lending and new account policies and obtain additional information and documentation. Assembles and evaluates loan and new membership applications and cross sells additional products and services. Submits loan requests for approval. Ensures that members and prospective members requests are promptly and professionally served. Performs a wide variety of loan processing functions and duties related to consumer and new membership applications. Answers and handles incoming loan calls.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility to understand our Culture Codes and consistently strives to model the behaviors and attitudes.

Humanness : We embrace our humanness, stay positive, and make work fun.

Resourcefulness : We solve problems by being resourceful, creative, and adaptive.

Learning : We learn and grow together.

Togetherness : We work hard at working well together.

Serving : We take the initiative to serve our teammates and members.

Assists members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

a. Maintains a strong working knowledge of all applicable policies, procedures, and product lines for electronic banking channels.

• b. Ensures daily activities are completed in an accurate and timely manner including both operational and call center duties as assigned.
• c. Demonstrates proficiency navigating all systems used by retail operations to routinely answer member and internal inquiries.

Assumes responsibility for new account and account maintenance or service requests received online.

a. Opens new accounts through remote services and in person.

Assumes responsibility for loan requests and loan maintenance received online and through video banking.

a. Ensures that lending operations and new account operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures loan requests are properly documented.

Assumes responsibility for the efficient, effective, and professional performance of department functions.

a. Give suggestions and feedback to supervisor on ways to streamline processes.

Assumes responsibility for establishing and maintaining effective and positive working relations with Credit Union personnel and with management.

a. Assists and supports Department personnel.

PERFORMANCE MEASUREMENTS

QUALIFICATIONS

EDUCATION / CERTIFICATION : High school graduate or equivalent.

PREFERRED KNOWLEDGE :

EXPERIENCE REQUIRED : One to Three years’ experience working in a Financial Institution. Prior loan and / or new account experience.

SKILLS / ABILITIES : Good communication and organization skills. Cooperative, able to coordinate well with others, maintains professional demeanor. Proficient math skills. Able to operate related computer applications and related business equipment.