Contact Center Loan Member Advisor I

Red Canoe Credit Union•Longview, WA

2d•$22 - $33•Remote

About The Position

At Red Canoe Credit Union, we're more than a financial institution. We're a people-first organization dedicated to helping our members, employees, and communities thrive. We're looking for passionate, knowledgeable, and dependable individuals who want to make a meaningful impact every day. As a member-owned, not-for-profit credit union, our focus is simple: people over profits. When we succeed, our members benefit. If you're searching for a rewarding career where your work matters and your contributions are valued, Red Canoe could be the perfect fit. Since 1937, we've stayed true to the cooperative principles that set credit unions apart. For nearly 90 years, we've reinvested in our members rather than shareholders, helping build stronger financial futures and stronger communities. Today, Red Canoe serves members through 11 branches across Washington and Oregon, with members in all 50 states. While we've grown, we've never lost our local roots. Giving back, supporting our neighbors, and making a positive difference in the communities we serve are at the heart of everything we do. Join a team that's committed to people, purpose, and community.

Requirements

Must be bondable.
Professional appearance and demeanor
Must possess people skills; be friendly and outgoing with members and employees.
Excellent oral and written communication/ presentation skills
Outstanding public relations skills; outgoing and friendly
High degree of accuracy and competence, including basic math.
High motivation to cross sell/ communicate services.
Must be dedicated to achieving goals set by management.
Maintain thorough knowledge of Credit Union philosophy and professional cross selling and service skills.
High school diploma or equivalent
Credit Union teller experience, preferred.
1 year + New Accounts and lending experience preferred; related training or experience considered.
Keyboard proficiency
Ability to read English by sight; and both speak and write English
Ability to hear by telephone and in person.

Nice To Haves

Credit Union teller experience
1 year + New Accounts and lending experience

Responsibilities

Assist members with their accounts over the telephone. Process teller transactions which include withdrawals, deposits, Visa advances, payroll deduction changes. Abide by check acceptance limits for Business and Personal checks. All items above the limit will require approval from Branch management or and override.
Aid with all credit union products and services, and products offered by Red Canoe Financial Group. Open and maintain all new accounts, products, and services. In addition, handle complaints, troubleshoot, research, and maintain accurate records associated to services provided.
Assist members by taking basic loan applications for VISA, LOC, Shared Secured, dealer loans with PO in Washington and Oregon, and internal refinances. Refer action to Senior Underwriting for recommendations and decisions.
Effectively refer products and services and their features and benefits as outlined in the CUNA “Creating Member Loyalty” program. Track referrals, member relationships and contacts using the program software. Make quality product and service referrals to existing members & non-members. Sales efforts include, but are not limited to, referrals, buyouts, member surveys and out bound service calls.
Maintain professional member service by meeting the quality service standard, SLA, and schedule adherence standards. Backing up CHAT, Email and other interaction queues as needed.
Adhering to the agent schedule start, break, lunch and end shift times. Giving sufficient notification for missed work, appointments or PTO scheduled time off. Following through on assignments and counted on to complete assignments in a timely and competent manner. Must be self – directed, take initiative and is proactive
The degree to which employee/member service application is demonstrated in the day-to-day business environment.
Showing openness to change and new ideas. Ability to adjust to changing work requirements and respond to new situations.
The percentage earned on quality service rating from Mystery Shops.
Promote a positive, productive, and professional working environment. Demonstrating sensitivity, cooperation, understanding and respect.
Level of work output or productivity as compared to a standard or compared to others.
The degree to which the individual complies with company policies.
Maintain good telephone and communication skills.
Assist with month-end and daily reports for department.
Maintain and processes signature cards.
Accurate account maintenance including methods of ID verification with MFA, SMS, or out of wallet questions.
Scanning of checks, signature cards, loan documents
Assist members as needed to provide quality services with knowledge of products and services to effectively cross-sell/referrals.
Knowledge of dividend calculations
Knowledge of compliance related issues
Resolve and report member complaints including filing UAR's under suspicious circumstances for BSA.
Understand and explain deposit coverage (NCUA)
Process check orders, stop payments, statement requests, check copy requests, payroll deduction, process digital services such as pay by card services with SWIVEL.
Provide accurate quality service on loan inquiries and loan interviews.
Duties as assigned by the Branch Manager.