Floating Member Services Specialist

Via Credit Union•Hartford City, IN

5d•Hybrid

About The Position

Via Credit Union is seeking an Floating Member Services Specialist (MSS) who is responsible to open new accounts, assess what the member's needs are, and to promote ViaCU products and services. The MSS will assist members with account problems, concerns, and/or changes, and serve as back-up to Contact Center overflow calls. The MSS will also collect the information necessary to determine whether a loan will be granted; analyze the data and determine if the loan will be approved; assess the member's needs in order to advise them of other services they may need or want; build longstanding relationships with members. Submit all loan requests to Loan Underwriter for decision. The Floating MSS will travel to various branches. Scheduled hours are Tuesday - Thursday: 8:15 - 4:30, Friday: 8:15 - 5:00, and Saturday: 8:15 - noon, unless otherwise specified. Via Credit Union was founded in 1936 and has grown to serve members in 6 branches and 12 Field of Membership Counties. Their mission is 'People helping people achieve financial success' and their vision is to be committed to member service while maintaining financial stability. Their values include Honesty and Integrity, Service Beyond Expectations, People First, Committed to Serve, Foster Growth & Knowledge, Excellence, and Have Fun.

Requirements

High School Diploma or equivalent
Valid Driver’s License
Must be insurable
Reliable transportation (Floating MSS)
Demonstrate and consistently model the ViaCU brand based on the mission, vision, and values.
Demonstrate honesty and integrity and be seen as credible in the workplace.
Accept responsibility and be accountable for your actions.
Demonstrate ability to take care of the members’ needs while following company procedures, resolve issues in difficult situations.
Demonstrate and model strong interpersonal skills, maintain a positive and respective attitude.
The ability to formulate sound decisions using the available information.
Act as a role model within and outside of the department.
Adhere to company policies and procedures, maintaining confidentiality, and demonstrating the ability to handle sensitive matters.
Excellent organizational skills and initiative to improve processes.
Communicate regularly with department head about issues.
Demonstrate flexible and efficient time management, ability to work independently and prioritize work and complete within given deadlines.

Nice To Haves

Prior teller, lending, and/or MSS experience preferred
Basic computer skills including Word and Excel

Responsibilities

Determine and/or verify eligibility for membership, properly identify members/candidates
Open new accounts, add members to accounts, print checks, and close loans for e-lending members (performed on site)
Introduce new members to Via Credit Union as a cooperative, owned by members and dedicated to meeting their needs
Assist members with the balancing of their accounts
Open share certificates
Handle check re-orders
Thoroughly analyze data relative to loan applications; gather additional data when necessary
Use sound judgement when making loan recommendations; determine the amount of risk involved, seek assistance when necessary
Inform members of decisions in a timely manner, to include denial reasons
Track first payments for accuracy and timeliness
Provide members with loan payoff balance; verify title can be released when payoff is received; if payoff is short, contact dealer/member/financial institution
Track loans and titles; Date titles and forward Title Clerk
Check OFAC on all checks dispersed
Perform TDR loans and make modifications; assist with delinquency control up to 30 days delinquent
Print loan coupons, gather forms and check to send the title to the BMV
Assist members with ACH paperwork, contact members with missing titles and note on loan
Share features and benefits of products/services to deepen relationship and satisfaction of member; assess members' needs and introduce them to products and services that meet their needs: To include other loans or VISA credit life and credit disability insurance GAP
Be willing to offer suggestions that would enable ViaCU to provide better services
Demonstrate how products and services work; share features and benefits of products/services
Continually assess our members' needs and promote those products and services that meet their needs
Perform file maintenance as is necessary, to include return mail, etc...
Scan information into Synergy
Serve as backup to Contact Center Representatives/overflow calls
Open HSAs and IRAs when the IRA & Business Accounts Specialist is not available
Send welcome cards
Assist with ViaConnect and ViaBill Pay issues
Order draft copies from Alloya
Verify change of address forms against change of address report, and scan into synergy
Approve debit/atm card applications
Adhere strictly to credit union policies and procedures
Assist peers and other departments as needed
Complete other duties as assigned

Benefits

Affordable medical, dental, and vision (employer co-pay)
Prescription Drug Plan included in the medical insurance
Employee Assistance Program included in the medical insurance
Flexible Spending Account – Dependent Care
Flexible Spending Account – Unreimbursed Medical
Basic Life Insurance (employer paid)
Voluntary Life & AD&D
Long Term Disability (employer paid)
Travel AD&D (employer paid)
Vacation
Sick: 72 hours annually
Unused hours rolled over to a Sick Bank
Personal: 16 hours annually
Free Saturday (after 1 year)
Holidays: 9 paid holidays
Community Service Day: Employer paid
Bereavement Pay
Competitive Pay
Annual Performance Reviews
Incentive Pay: Some positions qualify for incentive pay
Safe Harbor Non-Elective (employer paid)
Elective Deferral: Employee contribution, minimum of 1%
Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
Discretionary Profit Sharing