Job Information
Service 1st Federal Credit Union Member Solutions Specialist in Danville, Pennsylvania
Full Time - Non-Exempt (40 Hours Per Week)
Monday through Saturday Availability Required
Role:
Assist members, potential members and other associates with requests; explain services and responds to issues through multiple traditional and digital engagement channels. Responsible for the production of consumer loans within the requirements of the loan policies established by the Credit Union and responsible for the processing of new accounts and memberships applied for through the multiple digital engagement channels. Assist with the virtual daily operational and processing functions of the Interactive Teller Machines (ITMs). Cross-sells products and services to meet member's needs. Ensure a high level of member satisfaction is delivered professionally and accurately, while maintaining integrity and profitability.
This position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in accordance with the credit union's Remote Work policy.
Essential Functions & Responsibilities:
E 30% - Performs functions relating to lending, membership, new accounts, financial education, and account services, to include providing information about the products and services, interviewing members through digital channels to determine needs, reviewing, processing and decisioning applications through multiple engagement channels.
E 25% - Through comprehensive credit union knowledge and experience, performs routine member transactions and answers questions about products and services through multiple engagement channels while identifying cross-sell opportunities.
E 25% - Explains services to members and potential members to generate additional business and to promote positive relationships. Researches and resolves member account questions and concerns. Provides follow up as needed.
E 15% - Support the virtual operation of the Interactive Teller Machine (ITM) by performing daily operational and processing functions. Support members with a wide range of sales and transactional duties, including receiving and disbursing funds, while conducting member transactions through the ITM.
N 5% - Performs other job related duties as assigned.
Performance Measurements:
Provides courteous, prompt, professional and accurate service and support to all members and associates through all traditional and digital engagement channels (e.g. Phone, audio, chat, video and email).
Provides service and information in an efficient and effective manner, including but not limited to; researching and resolving member questions, problems and concerns; performing routine transactions such as transfer of funds, establishing/maintaining direct deposits and payroll distributions, ordering checks, VISA credit and check card maintenance and wire transfers; verifying account balances and providing loan pay-offs; and opening new accounts and providing required disclosures.
Determines the member's needs by asking questions to identify needs, providing financial education, and promoting and cross-selling products and services offered by the credit union based on those needs.
Resolves internal and external member questions, research account inquiries and troubleshoot and reply to inquiries in a timely, friendly, and accurate manner. Completes additional follow up as needed.
Performs functions relating to loan services, to include providing information about the services, interviewing applicants, determining collateral needs and payment plans, reviewing, processing and closing loan applications.
Process and decision loans, prepares all loan documents, schedules appointments, disburse funds, and mail notices following federal and state laws, regulations as well as Credit Union policies.
Performs functions related to new membership and new account services including providing information about the services, verifying identity procedures, and approving new account services.
Answers questions and provides information about first and second mortgages. Assist members with application process to ensure completeness.
Performs functions related to the daily operational transactions for the ITM. Provide Virtual Agent assistance to members using the ITM.
Contribute to departmental Key Performance Indicators, sales and service goals.
Supports retention efforts of existing loan portfolio which may require outbound calling as necessary.
Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could include attending conferences, seminars and workshops as directed by management.
Treats all credit union members, associates and employees with a positive and cooperative attitude.
Fosters an atmosphere of cooperation and collaboration among employees across all departments.
Assists with testing, maintenance and troubleshooting of digital systems.
Develops and maintains comprehensive knowledge of all credit union products, account structures and fees. Maintains knowledge of all relevant policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Check Cashing and Holds; Confidentiality; etc.
Maintain a current understanding of lending regulations including, but not limited to Truth in Lending, Fair Lending, RESPA, HMDA, FCRA and the SAFE Act. In addition, maintain eligibility and registrations necessary to underwrite loans.
Assist other staff as needed.
Knowledge and Skills:
Experience - A minimum of three years of similar or related experience working in a service, operations or technical related role at a financial institution or contact center. Prior consumer lending experience preferred.
Education - A high school education or GED.
Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills - Requires good organizational skills. Candidate must have a passion for digital solutions and be eager and enthusiastic about improving the digital experience for members. Requires strong technical and analytical skills. Successful candidates must have a working knowledge of credit union systems and services. Requires the ability to apply innovative and creative problem-solving techniques to member problems and experiences. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
Physical Requirements
Involves sitting most of the time. Walking and standing are required occasionally.
Requires the expression or exchanging of ideas by means of the spoken word to communicate with members using the phone, audio and video.
Requires the ability to perceive the nature of sounds at normal speaking levels with or without correction, and have the ability to receive detailed information through oral communication, including making fine discriminations in sound.
Repetitive finger movements to perform typing or otherwise working with paper files and documents.
Requires close visual acuity to prepare and analyze data and figures; view a computer terminal; read; and assess work quality.
Work Environment - Not substantially exposed to adverse environmental conditions.
Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.
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