Contact Center Loan Member Advisor I

Red Canoe Credit Union•Longview, WA

About The Position

The Loan Member Advisor I provide a seamless delivery of member service from routine teller services to complex issues by assisting in the Contact Center. The role will be required to deliver a high-quality member experience while using their knowledge of multiple products and will identify, diagnose, and act on members’ consumer financial needs, including referrals to the appropriate line of business for specialized services. The CC LMA I utilizes their thorough knowledge of credit union products, consumer loans, lines of credit and deposit products (such as savings, checking, money market, and certificate of deposit), to provide excellent service to the member. The Lending Member Advisor I is responsible for creating an outstanding member experience in lending and delivering expertise in specialized financial services.

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
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, preferred.
1 year + New Accounts and lending experience preferred; related training or experience considered.

Responsibilities

Member/Account Transactions - 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.
Member/Account Maintenance - 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.
Lending – 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.
Sales & Service Performance - 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.
Inbound Lending 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.
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.