eBranch Generalist II

Cornerstone Community Federal Credit Union•Lockport, NY

2h•Onsite

About The Position

Provides Members with a full-service experience through online, phone, and video channels. Assist with member service, consumer loan origination, processing, and disbursement as well as real estate originating, card services, loss prevention, and other phone duties. Assist with outbound call efforts. This position is part of the Saturday rotation schedule.

Requirements

Must acquire NMLS within 30 days and maintain license in good standing.
Deep understanding of how a credit union functions, and the value it brings to its member’s and community. This includes understanding of what a Cooperative is, as that is the business models of all credit unions.
Has a thorough knowledge of Credit Union Lending and can discuss the various loan alternatives with the member as well as all credit union programs and must thoroughly cross-sell all credit union products at every available opportunity.
Has a thorough knowledge of the documents required for each loan and has the skill to obtain the required information in a friendly and efficient manner.
Has a thorough knowledge of interest rates and dividends, how they are computed and disclosed, and can discuss this with the member.
Provides consistent high-quality and memorable service to our members.
Ability to communicate effectively both orally and in writing and generate grammatically correct written reports, letters, memorandums, etc.
Excellent interpersonal communication skills and be able to establish working relationships and interact effectively with a wide range of individuals, members, and vendors.
Ability to problem solve and provide solutions to customer issues.
Desire to build strong relationships with teammates, business partners and specialists through collaboration.
Self-motivated, confident, and ability to multitask effectively.
Employees are required to maintain the confidentiality of all sensitive Cornerstone CFCU, members, employees, and proprietary information both during and after their employment.
High School Diploma required.
1 – 3 years of Member Service, and/or Lending experience required.
Working knowledge of Microsoft Office, Word, and Excel.
Bondable upon initial employment and continue to be bondable throughout term of employment.

Nice To Haves

Associates Degree preferred.
Experience with card servicing and/or loss prevention preferred.
NMLS licensed a plus.

Responsibilities

Complete assigned training before or by the assigned deadline.
This position is deemed an essential position and must follow the essential employee requirements.
Other duties as assigned.
Has thorough knowledge of CCFCU products and services and educates members of their availability, opens new accounts, to include but not limited to the following: New membership accounts, trust, and business accounts, Money Market transactions, IRA accounts, HSA’s and share certificates, Share Draft accounts, Debit Cards, Direct deposits and payroll deposit requests.
Explains and educates members regarding Overdraft Privilege Program and maintains necessary paperwork per member request.
Performs file maintenance on above items.
Disburses approved consumer loans adhering to all policies and procedures established by Cornerstone Community FCU verifying all stipulations of approval have been met. This is to include but not limited to the following: Assemble loan information submitted by phone, on-line, or video channel.
Properly secure necessary collateral and process all loan packages in a manner that will result in the least liability for the credit union.
Secure necessary credit ratings.
Assist the member toward the understanding of their own financial history.
Process paid unsecured and secured notes.
Evaluate loan applications, using all sources necessary (ex: credit report, tax returns, etc.) for the underwriter to reach a viable determination that is a productive loan for both the member and the credit union. This must be accomplished by adherence to all federal and state laws and regulations.
Communicates the credit decision to the member.
Follows all compliance and regulatory requirements when a loan application is rejected.
Advises the member of the factors leading to the rejection of their loan request (if applicable).
Updates loan minutes.
Assist with training branch staff on loan process and products including ancillary products such as GAP, mechanical repair and debt protection.
Responsible for aspects of the Real Estate Lending application process including interviewing members, obtaining proper applications, originating applications, and any documents necessary to forward to an underwriter.
Obtains HMDA/Data collection information.
Handle inbound VISA credit and debit-related telephone calls and members with card/account issues.
Responsible to review and assist members with questions and requests relating to processors on-line, Tokenization, Verified by Visa and U-Choose Rewards website issues such as password resets, enrollments, and member lock-out situations.
Addresses billing disputes requiring working with cardholder and merchant. Understands VISA regulations regarding chargebacks, compliance, and arbitration.
Assists with placing all freezes or other account status changes on New Solutions and Client Workstation with accompanying file maintenance of these files, when necessary.
Provides back-up to the processing of adjustments from all networks.
Assists with researching any ATM/Debt disputes for provisional credit and fraud following the guidelines of Reg E. Provides necessary follow-up as needed.
Performs fraud prevention activities on deposit accounts, focusing on functions established to provide early signs of potential losses. This includes researching and analyzing member accounts for possible cases of fraud and contacting the members to verify or explain unusual activity.
Participates in fraud control activities involving check kiting detection, deposit verification, check fraud, and identity theft.
Assists with the review of new accounts including businesses, dormant accounts, wires, and snap deposits.
Assists in fraud investigations to deter and mitigate fraud losses related to member account activity and serves as a point of contact to staff for fraud related matters.
Assists with the daily handling of the phone system as it relates to the Switchboard.
Assists with the setup and maintenance of the phone messaging system.