Floating Member Services Specialist

Via Credit Union • Hartford City, IN

11d • 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.

Requirements

• High School Diploma or equivalent
• Prior teller, lending, and/or MSS experience preferred
• Basic computer skills including Word and Excel
• 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.

Responsibilities

• Open new accounts, add members to accounts, print checks, and close loans for e-lending members
• Assist members with the balancing of their accounts
• Open share certificates
• Handle check re-orders
• 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
• 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

• Health, Life & Disability Coverage
• 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
• 401(k): 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED