POSITION PURPOSE:

Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to member’s requests, inquiries and/or problems relating to products, services and procedures applicable to both the depository and lending functions. Responsible for E-Service programs.

ESSENTIAL FUNCTIONS AND BASIC DUTIES: 

· Receives member telephone calls, emails, and text messages, etc. that are originated in the contact center queue. 

· Responsible for ensuring member contacts are handled thoroughly and concisely. Verifies information with member prior to disconnecting any calls/contact. 

· Explains and cross sells Credit Union products and services to members and potential members. 

· Delivers exceptional member service always. 

· Responsible for monitoring call volume and seeks assistance during periods of high volume. 

· Responds to members’ requests, inquiries and problems. Solves issues related to either depository or lending functions.  Notifies the Contact Center Manager if a problem, dispute or complaint cannot be resolved at Contact Center Specialist level. 

· Updates productivity log, pipelines reports and member call back list daily.

· Originates, process and obtains loan approval for loan applications taken by phone, fax and/or Internet. Responsible for completing loan files and complying with audit guidelines.

· Processes loan applications within lending guidelines. Recommends alternatives for members not qualifying for loans. 

· Supports Credit Union service initiatives such as online services.

· Identifies sales opportunities and markets Credit Union products by telephone. 

· Participates in various inbound/outbound campaigns to foster member retention and generate sales. 

· Executes teller transactions, account transactions and loan transactions in a timely and accurate manner. 

· Continually keeps up to date about services and product knowledge to handle most inquiries with minimum supervision. 

· Responsible for maintaining written procedures for position. Ensures regulatory procedures are followed in accordance with Federal and State Regulations 

· Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.

· Knowledge of Bank Secrecy Act. 

· Knowledge of Reg CC holds. 

NOTE:  THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE.  

MINIMUM ABILITY, SKILLL, AND KNOWLEDGE REQUIREMENTS:

High school diploma 

Some college level preferred

2-3 year of pervious lending experience in a financial institution setting. 

Six (6) months Credit Union member service experience.

Ability to multi task, write short correspondence, present information to the members, and cross sell Credit Union products and services.

Problem solving and solid decision-making ability. 

Excellent written and verbal communication skills.

PHYSICAL REQUIREMENTS:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.

OTHER REQUIREMENTS:

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.