Telephone Banker - Member Services & Lending

Financial Staffing Resources, Ltd.•Irving, TX

3d•$23 - $24

About The Position

The Telephone Banker – Member Services & Lending responds to incoming member calls and emails, answers questions, handles complaints, troubleshoots problems, provides information, and identifies opportunities to cross-sell credit union products and services, particularly lending products. The role remains in the call queue when scheduled and follows up on member calls when needed. The position interviews members applying for loans to learn about their borrowing needs, earnings, and financial condition. It prepares or reviews loan documents for accuracy and completeness, explains loan options and terms, and seeks appropriate authorization for changes to loan terms, payment waivers, or due dates. It also helps members open and close accounts and resolves service issues within its authority, referring other matters to management with recommendations. As needed, the Telephone Banker backs up the teller line by processing deposits, withdrawals, loan payments, account transfers, cash advances, money orders, and cashier’s checks; balancing cash and daily transactions; and submitting checks for electronic clearing. The role provides routine information about credit union services and directs members to the appropriate department. It also maintains compliance with loan and account terms and stays informed about relevant lending, consumer credit, account, legal, and regulatory requirements.

Requirements

High school education or equivalent.
Six months to two years of similar or related experience in a financial institution.
Knowledge of teller policies and procedures.
Basic understanding of credit union operations.
Good understanding of financial services and products provided.
Knowledge of credit union loan services, policies, and procedures.
Understanding of applicable legal and regulatory standards and required loan documentation.
Knowledge of consumer lending practices.

Responsibilities

Respond professionally and courteously to member inquiries by telephone and email.
Resolve member complaints promptly, route calls to appropriate personnel, and follow up when necessary.
Identify cross-selling opportunities by telephone and through assigned marketing call logs, with an emphasis on lending products.
Monitor incoming calls for backup support and remain active in the queue when scheduled.
Participate in sales development activities, which may occur outside normal working hours.
Interview loan applicants to gather information about their loan needs, earnings, and financial condition.
Prepare and/or review loan documents for completeness and accuracy, review terms and conditions with members, and explain loan options.
Seek authorization from Lending Support and/or Member Solutions (Collections) to change loan terms, waive payments, or change due dates.
Assist members with opening and closing accounts, answer product and service questions, and resolve issues within the role’s authority.
Refer issues beyond the role’s authority to manager(s), along with recommendations.
Back up the teller line as needed by processing deposits, withdrawals, loan payments, cash advances, account transfers, money orders, and cashier’s checks.
Balance the cash drawer and daily transactions and submit checks for electronic clearing.
Welcome members, provide routine information about services, and direct members to the appropriate department.
Ensure compliance with current loan and account terms and stay informed about lending, consumer credit, account, legal, and regulatory requirements.