Loan and Member Services Representative

Job Description

Job Description

JOB/TASK FUNCTIONS: ESSENTIAL TO THE POSITION

Provide quality service to members and team members as defined by the credit union?s service standards at all times.

Warmly acknowledge and greet members with a sincere smile upon arrival at one of our offices.

Proactively promote credit union products and services to save members time and money.

Comprehensive knowledge of all credit union products and services, as well as the related policies, procedures, rules and regulations.

Accurately process member requests in person and over the phone, such as transferring/withdrawing funds; provide monetary instruments such as cashier?s checks; open/close various account types; assist with account maintenance requests on accounts, IRAs, Certificates of Deposit and other credit union products.

Handle member challenges and complaints in a way that is consistent with the Credit Union?s service standards. Take ownership by resolving issues or connecting the member with the right team member for specific information and assistance.

Assist members in person, by telephone, or electronically with the loan application process to ensure completeness of information. Perform all basic loan application functions, such as interviewing, obtaining/analyzing credit reports, verifying debts, analyzing collateral (pull NADA values) and calculating debt-to-income/unsecured ratios. Guide members through the loan process and present loan options in a consultative manner.

Accurately process loans, complete loan documents, close, and disburse loans when approved. Audit loans to ensure all documentation is complete and accurate.

Assist members in filing GAP, credit disability, and credit life insurance claims.

When a loan is denied, explain reasons for denial in a professional, courteous manner. Work with member to provide recommendations or alternative options for other possible ways to secure a loan in the future.

Develop and grow member relationships by following the credit union?s new member onboarding process, follow-up programs and other activities as assigned.

Assist in balancing department/branch at the end of day and other nightly duties.

Comply with and maintain an up-to-date and comprehensive knowledge of all related policies, procedures, rules and regulations.

Ensure that all information and transactions regarding credit union members are kept confidential. Enforce strict adherence to established security procedures.

Performs other duties as assigned.

JOB/TASK FUNCTIONS: MODIFIABLE

Admit members to Safe Deposit Boxes. Process new applications for Safe Deposit boxes.

Perform duties of a teller when needed.