Position Summary:
Responsible for servicing members’ financial needs and transactional requests as they relate to all aspects of their accounts, including savings, checking, certificates, consumer loans, and related ancillary products. Educate members on credit union products and services to expand their total financial relationship with the credit union. Provide members with an exceptional experience in accordance with the Credit Union’s core values. This position may float to any branch including the Phone Center.
Duties/Responsibilities:
- Follow all credit union policies, procedures, and requirements in addition to all state and federal laws and regulations, including Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act/Customer Identification Act (CIP). Educate members on various credit union policies, procedures and related laws and regulations where applicable.
- Service members’ financial needs at any branch location, including the Phone Center.
- Process non-monetary requests (i.e. direct deposits, online banking, mobile banking, etc.)
- Open and close members’ accounts (including savings, checking, money markets, certificates, debit cards, check orders, etc.), while learning more about members’ reasons for maintaining or dissolving their relationship with the credit union.
- Maintain members’ account information and update when appropriate.
- Investigate and reconcile members’ questions, inquiries, and concerns with regard to their accounts/services; communicate with the appropriate department or individual when applicable to ensure resolution and member satisfaction.
- Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services.
- Support the credit union’s focus on member service and sales. This position will have sales and lending goals and minimum performance standards.
- Build rapport and use active listening skills, to identify members’ needs while working with members or actively researching members’ relationships to determine sales and cross-selling opportunities.
- Answer inquiries, screen, interview and counsel prospective borrowers, including explaining loan options (rates, types of loans/options, repayment terms, etc.); assist members in completing loan documentation; verify and complete appropriate credit checks and perform financial ratios to determine credit risk to credit union. Approve or deny consumer loans within established policies and limits; document approvals and notify denials in a timely manner.
- Complete and prepare loan documentation accurately and efficiently.
- Close and disburse loans according to credit union procedures and policies, ensuring borrowers are familiar with and understand loan terms, conditions, collateral and disclosures. Perform other duties as assigned.
Essential Functions:
- Extended sitting up to 60% of the time.
- Lifting up to 35 pounds occasionally required.
- Bending, squatting, kneeling, reaching above or below shoulder level frequently required.
- Intermediate mathematical skills (calculations/concepts involving decimal and percentages).
- Continuous sound perception/discrimination and verbal speech ability.
- Valid driver’s license required.
- Occasional travel and irregular hours may be required.
- Occasional exposure to dust and poor ventilation.
- Strong computer and application skills.
- Excellent oral, written, grammar and communication skills.
- Problem solving skills. Must be bondable.
DISCLAIMER
The information in this position description has been designed to illustrate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties and responsibilities and/or qualifications required of any employee assigned to this position.
Education, Training and Experience:
- High school diploma or the equivalent.
- Lending /loan processing experience desired.
- Financial Service experience desired.
- Sales/Service experience desired.
