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

1. 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.

2. 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.

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

   • a. Opens new accounts through remote services and in person.
   • b. Ensures required new account information is provided and reviewed with member.
   • c. Ensures new account requests are properly documented, accurate, and follows established policies and procedures.
   • d. Performs other account opening and maintenance processes as needed.
   • e. Remains up-to-date on CRM follow-up requirements.
   • f. Cross sells other products and services for loans and new accounts.

4. 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.
   • b. Loads, processes, and funds consumer loan requests. Includes calculating income, requesting and uploading required documents, and ensuring all information is received and accurate before submitting to underwriting and/or proceeding on an auto approved loan.
   • c. Sells debt protection, GAP and Extended Warranties. Provides NADA book values. Requests and interprets Carfax reports.
   • d. Contacts member as needed for additional documentation. Ensures documentation is accurate and up to date.
   • e. Contacts dealers as needed for required documentation and provides lienholder information to dealer.
   • f. Coordinates and processes closings. Calculates payments, terms, finance charge, and insurance.
   • g. Quotes payoff requests as needed.
   • h. Completes all other duties as assigned.

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

   • a. Give suggestions and feedback to supervisor on ways to streamline processes.
   • b. Creates, reviews, and maintains loan operations procedures.
   • c. Keeps supervisor informed of area activities and of any significant problems.
   • d. Completes required reports and records accurately and promptly.
   • e. Makes outbound calls to members or potential members to assist in lending and new account goals.
   • f. Meets all applicable loan, new account, ancillary product and retail product goals. Tracks all sales and submits scorecard to supervisor monthly within 5 business days of the following month.
   • g. Discusses member business concerns and/or challenges with supervisor. Refrains from discussing member concerns and/or challenges with co-workers.
   • h. Scans, verifies and audits all documents generated, including but not limited to loans and new accounts.
   • i. Ensures that work areas are clean, secure and well maintained.
   • j. Completes special projects or other duties as assigned.

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

   • a. Assists and supports Department personnel.
   • b. Coordinates with related departments and obtains or conveys information as needed.
   • c. Attends and participates in meetings as required.
   • d. Follows written procedures as directed.

PERFORMANCE MEASUREMENTS

1. Responsibilities are efficiently, effectively, and accurately performed in accordance with established standards and policies.
2. Loan and new account functions are effectively performed in accordance with established Credit Union policies standards, and procedures and with legal and regulatory requirements.
3. Maintains minimum cross sell standards, loan and new account goals and other requirements as assigned.
4. Good business relations exist with members. Problems or questions are courteously and promptly resolved or referred.
5. Audit functions are accurate and completed in a timely manner as established by supervisor.
6. Required reports and records are accurate, complete, and timely.
7. The Credit Union’s professional reputation is maintained and conveyed.
8. Good working relations exist with Credit Union personnel and with management. Assistance is provided to others as needed. Management is appropriately informed.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

PREFERRED KNOWLEDGE:

• Knowledge of New Account and Loan operations and procedures.
• Basic understanding of Credit Union operations.
• Sales experience

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.