Member Loan Specialist I, II

Job Description

Job Description

Job Description

This position is accountable for providing exceptional service in a call center environment with a focus on cross-selling loans, financial products and services.

 

DIMENSIONS

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards.

Sales Expectations: Meet/exceed established monthly/annual sales goals

1. Consumer loan annual funding goal: 120
2. Real estate loan annual funding goal: 36
3. New member annual goal: 120
4. Consumer loan protection products: 33% loan penetration
5. Additional referral requirements: auto buying services, investment products, and credit union promotional products and services
6. Additional sales requirements: online banking, digital services, e-statements, bill pay, and direct deposit

 

Member Support: Approximately 200,000 credit union members

 

Supervisory responsibilities

 

• This position reports directly to the Member Service Center Assistant Manager or Member Service Center Supervisor. No employees report directly to this position.

 

NATURE & SCOPE

Member Loan Specialist I

• Cross-selling credit union products and services : Recommends products or services that meet the member’s needs, such as savings accounts, checking accounts, or investment options. This includes gathering information, processing membership applications, and ensuring compliance with regulations.

• Advises members with new account and loan inquiries : Answers questions about consumer accounts and deposit and loan products, to include the products terms, and conditions.

• Cross-sells and originates Consumer Loans applications: Gathers member information for Consumer Loan applications, explaining the features and benefits of different loan types, to help members understand their financial options.

• Follow policies and procedures: Adheres to regulations, complying with internal policies, and maintaining a high level of ethical conduct.

• Knowledge of Credit Union products and services: Maintains up to date knowledge of   credit union products and services.

• Strong organizational and time management skills: Manages multiple tasks and meets deadlines, while ensuring member applications are processed accurately and efficiently. 

• Strong self-motivation and goal-oriented mindset: Has the ability to meet and exceed monthly sales goals and demonstrates the ability to work independently to drive results that meet member needs.

• Provides exceptional member service: Provides friendly and helpful member experience, listening to member needs, and resolving issues in a timely and effective manner.
• Serves as a backup to Member Service Representatives : Supports all levels of service in the call center phone queues, to include online banking and card-related calls.