Contact Center - Universal Associate 3

Job Title

Serves as liaison between members and the credit union in both in-branch and call center settings. Provides account information and performs a variety of file maintenance and monetary transactions. Interview members to determine needs and offer appropriate products and services. Opens new memberships and individual accounts, completes consumer loan applications, and funds consumer loans.

Organizational Standards

An energetic, self-motivated, enthusiastic, "team player" to represent our credit union with members, prospective members, other staff, and the community of Downey, Bell, and Lynwood; while exercising sound business judgment, maintaining a professional appearance, and displaying a positive attitude.

Primary Responsibilities

• Perform as an in-branch Universal Associate or Contact Center Representative as needed.
• UA3 may be asked to cover different branches within the credit union if business needs arise.
• Responds to members' inquiries and requests using all access channels offered by the credit union.
• Verifies eligibility and opens new memberships according to the credit union's policies and procedures. Obtains required documentation and scans copies of such to the appropriate destinations.
• Interviews members to discover needs and offers appropriate products and services. Opens individual accounts accurately and efficiently.
• Assists members in the loan application process to ensure all required information is obtained to facilitate expeditious underwriting. Analyzes application and credit reports to identify additional loan opportunities and to clarify areas of concern, such as delinquent credit histories, judgments, name discrepancies, etc.
• Obtain from members the required documentation needed to satisfy stipulations prior to loan funding. Verifies that the information provided meets the requirements for loan approval.
• Verifies the accuracy of loan amounts and terms on approved applications. Prepares loan documents and explains terms and conditions to borrowers. Obtains required member signatures on loan documents and related documentation. Disburses loan proceeds in accordance with loan approval and stipulations.
• Completes Home Equity Loan Signings as needed.
• Completes DMV and related forms to perfect the credit union's security interest in property taken as collateral.
• When a loan is denied, explain the reasons for denial in a professional and courteous manner.
• Serves as a commissioned notary public and keeps abreast of regulations governing this service.
• Performs the duties of Universal Associate 2, such as processing members' deposits, withdrawals, transfers, loan payments, address changes, and any other transactional or file maintenance requests.
• Possesses knowledge of Individual Retirement Account rules and requirements governing Traditional, Roth, and Coverdell ESA accounts. Knowledgeable in the features and benefits of the credit union's IRA products. Opens new IRAs and processes deposits, distributions, and other IRA-related requests.
• Presents a professional image in both dress and manner while representing the credit union at either the credit union office or at community events.
• Communicate with members and staff in a professional and articulate manner in both verbal and written forms.
• Maintains a comprehensive understanding of the features and benefits of all credit union products and services to offer the most appropriate products to members. Keeps abreast of marketing promotions and educates members on new credit union benefits and offerings.
• Responsible for compliance with the Bank Secrecy Act, which includes the Customer/Member Identification requirements for new members, Anti-Money Laundering requirements, and the requirements of the Office of Foreign Assets Control (OFAC). Compliance with the regulation involves gathering the information needed to ensure the timely and accurate filing of Currency Transaction Reports, reporting suspicious activity involving members, non-members, and credit union staff, and other suspected money-laundering activities.
• Maintains up-to-date knowledge of the policies, procedures, rules, and regulations that govern credit union operations.
• Ensures compliance with all credit union member service standards. Performs all member-related functions and activities in accordance with superior member service. Promotes a retail sales environment by selling all credit union products and services.
• Responsible for ensuring the confidentiality and security of the credit union and member information and documents.
• Employs analytical reasoning to identify opportunities and threats to both members and the credit union.
• Willingly accepts the directions given by management to meet the goals established by the Board of Directors.
• Service the membership and always maintain a positive attitude within the office.
• Performs all other related duties as requested by management.

Requirements

Employment Requirements

• Ability to be bonded.
• Understand basic accounting principles.
• Ability to use office machines as required for their position and understands EDP concepts.
• Strong communication skills in both English and Spanish, preferred.

Minimum Job Requirements

• High school graduate: secondary education preferred.
• Two (2) years of credit union or other lending experience
• Basic personal computer knowledge (Word, Excel)