Virtual Solutions Associate

Adventure Credit Union • Lansing or Grand Rapids, MI

2d

About The Position

Adventure Credit Union is seeking a full-time Virtual Solutions Associate to join their team. This role focuses on supporting members' virtual engagement with the credit union by processing new account and loan applications initiated online, over the phone, and via text. The Virtual Solutions Associate will collaborate with branch teams to provide a crucial digital origination channel. Additionally, this position involves assisting members with various member service functions, including fraud prevention, debit cards, check orders, stop payments, statement reviews, account takeovers, and account number changes. The role emphasizes a positive service culture, aligning with the credit union's mission to be a Trusted Financial Guide.

Requirements

• A High School Diploma or equivalent.
• A minimum of two (2) year experience in the financial industry.
• A minimum of one (1) year lending experience.
• Customer Service experience.
• Strong sales skills.
• Must obtain, maintain and disclose an NMLS registry ID number in accordance with the SAFE Act.
• Must obtain and maintain Notary Public including e-Notary.

Responsibilities

• Work to create a flawless member experience with members of your direct team, putting the member first and foremost with everything that is done.
• Manage communication and member relationships professionally.
• Identify member needs and opportunities through conversations.
• Processes loan application requests via phone, text, online, and through video.
• Provides a complete and executable application to Central Lending for underwriting decision.
• Provides recommendations for approval, denial or counter-offer.
• Processes loan paperwork and closings through electronic means when possible or arranges for in-person closings with our branch teams.
• Processes requests for new accounts via phone, text, online, and through video.
• Effectively completes necessary training to approve and make decisions on new checking accounts and other member service products.
• Follows all guidelines for mitigating fraud risk through online channels.
• Reviews loan and membership applications for identity theft and inaccurate information.
• Follows guidelines in place for fraudulent applications.
• Monitor member interactions for account takeover and ensure potential high risk requests are reviewed and additional verifications are completed.
• Provides technical support to members and co-workers for online banking, mobile banking, bill pay, remote deposit capture, etc.
• Continuously and effectively sells and cross-sells all products and/or services, answers member inquiries and educates members.
• Ensures that cross-sell opportunities are maximized and sales goals are met continuously by matching member needs to product benefits.
• Educates and assists members with current rates, payment calculations, blue book values, and loan options for consumer and home equity loans.
• Contributes to the growth of our loan portfolio through conversations with current and potential members while assisting them on their financial journey.
• Assists with loan payoffs and additional lending services offered by the credit union.
• Interviews credit applicants, evaluates credit scoring and sends recommendations on loans within the lending guidelines established by the Board of Directors.
• Works with Central Lending to ensure a good understanding of documentation required on consumer loans, home equities, VISAs and lines of credit.
• Discusses loan approvals, denials, counter-offers and alternatives with members in a positive manner.
• Accurately prepares all loan documentation prior to closing, inputs on system.
• Verifies and documents all collateral offered as security.
• Answers questions/requests, interviews, processes, prepares documents, disburses and closes loans, VISAs and lines of credit.
• Prepares, sends and processes notifications to members.
• Individually adhere to federal laws and regulations set forth by the NCUA and other regulatory agencies including but not limited to: Bank Secrecy Act, OFAC, US Patriot Act, Reg. E, Reg. CC., etc.
• Maintains the highest level of confidentiality to ensure all member information is protected and secure.
• Follows established credit union policies and procedures.
• Perform courtesy contact to all new members, welcoming them to the credit union.
• Walk members through setup of online and mobile banking.
• Responsible for maintaining an effective working knowledge of all credit union products, services and regulations.
• Perform all member service duties including but not limited to: verifying identity, placing new check orders, and ordering copies of canceled checks.
• Opening and educating members about various accounts and certificates.
• Reprinting and reconciling statements, approving checking accounts, as well as approving and creating ATM/Debit Cards according to policy.

What This Job Offers

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