E-Branch Loan Advocate (Bilingual in Spanish Preferred)

Job Description

Job Description

General Job Description:

The E-Branch Loan Advocate is responsible for providing excellent member service and accurate processing of loan requests via the phone system. This position also requires string sales and members services skills that allow financial resolution regarding lending products that fit our member’s financial needs.

Essential Duties & Responsibilities:

• Provide prompt, professional, accurate service and support to all members and associates while abiding by the member-centric model for service standards established by the credit union.
• Receive and manage inbound calls with emphasis on exceptional customer experience while identifying financial solutions.
• Complete service applications, including rates, terms, options, and services available.
• Makes outbound calls with emphasis on exceptional customer experience while offering products and services that meet members financial needs.
• Provide clear & detailed notes to the underwriter regarding the member’s request so that the underwriter may make an educated underwriting decision.
• Listen effectively to member requests and offer solutions and cross sell products and services to meet member’s needs, logging referrals appropriately and in a timely manner.
• Answer calls with sense of urgency, understanding the members time is valuable. Take ownership of call or interaction with member and refer to supervisory personnel only when necessary. Obtain necessary information about members to exceed expectations and manage call volumes efficiently.
• Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans.
• Accurately prepare all paperwork, documents, and forms.
• Attend work-related courses and seminars and pursue a program of self-development.
• Manage challenging situations efficiently, promptly and professionally
• Adhere to organizational or departmental goals set by management. Cross sell financial products and services as they relate to company standards while abiding to the member centric model.
• Responsible for maintaining a positive working relationship with all employees, clients, and members by interacting with them in a respectful, courteous and professional manner.
• Abide by all company policies and procedures as listed in the Employee Handbook or directed by management.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

Essential Job Requirements:

• High School Diploma or GED required. BA or BS a plus
• Ability to work a flex schedule Monday - Friday with rotating Saturdays
• Adaptable to the job at hand; no two loan requests will be exactly alike
• Ability to manage multiple tasks in a moderately paced environment with peak periods.
• Strong organizational and planning skills
• Strong computer skills (Microsoft office: Excel/Word/PowerPoint/Outlook, Symitar use required)
• Must be able to use fax, e-fax, multi-line telephone, e-mail, outlook calendar, internet, Symitar
• General to deep knowledge of MCCU lending products and services
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance to provide an increased level of service to members.

Skills/Abilities:

• Provides best of class, Member Centric Service
• Proficient computer skills
• Professional office appearance
• Bilingual in Spanish is a plus.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Professional verbal and written communication skills.
• Ability to articulate concepts well while dealing with a diverse group of members, staff, and management.
• Ability to make decisions and use judgment within proper authority levels.
• Promote a collaborative, cooperative and productive work environment.

Physical/Mental Requirements of the Position:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.