Contact Center MSR 2

The Atlantic Federal Credit Union•Springfield, NJ

18h•Onsite

About The Position

The Contact Center Member Service Representative 2 positively impacts the communities we serve and improves our Members’ financial lives through service-based relationship development across the Contact Center’s communication channels. The Contact Center MSR 2 is responsible for the daily processing, collection of documentation, closing, and funding of all consumer loans. Respond to incoming communications efficiently and accurately. Assist with the application process of consumer loans and provide Members with guidance. Ensure the timely processing and closing/funding of all consumer loans. Assure all required loan documents are complete, compliant, signed, and archived as appropriate. Provide a review of Member loan documents and submit to underwriter as necessary. Ensure all disclosures are provided as necessary, and within regulatory timeframes. Assist Members with opening and closing accounts, processing transactions, file maintenance requests, and resolution of Member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution. Identify opportunities to cross-sell additional products or services to Members and execute. Build a long-term financial relationship with each Member through active participation in the Credit Union’s consultative service culture initiatives. Engage with Members through various channels to identify potential needs and offer matching solutions that meet those needs.

Requirements

At least 2 years of related experience in a financial institution.
Excellent communication skills across all channels, including voice, chat, email and video.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.

Responsibilities

Daily processing, collection of documentation, closing, and funding of all consumer loans.
Respond to incoming communications efficiently and accurately.
Assist with the application process of consumer loans and provide Members with guidance.
Ensure the timely processing and closing/funding of all consumer loans.
Assure all required loan documents are complete, compliant, signed, and archived as appropriate.
Provide a review of Member loan documents and submit to underwriter as necessary.
Ensure all disclosures are provided as necessary, and within regulatory timeframes.
Assist Members with opening and closing accounts, processing transactions, file maintenance requests, and resolution of Member problems, inquiries, or complaints.
Refer problems to supervisor as needed, along with recommendations for resolution.
Identify opportunities to cross-sell additional products or services to Members and execute.
Build a long-term financial relationship with each Member through active participation in the Credit Union’s consultative service culture initiatives.
Engage with Members through various channels to identify potential needs and offer matching solutions that meet those needs.