Virtual Solutions Associate in Grand Rapids, Michigan at Adventure Credit Union

Adventure Credit Union has been providing financial services to their members for over 90 years and are continuing to grow to meet their members changing needs. As one of the Best & Brightest Companies To Work For In The Nation, we strive to recruit and retain ambitious and talented individuals by continuous development, support, and appreciation. We currently are looking to add a full time Virtual Solutions Associate to our Adventure Team!

The primary purpose of this position is to support our members’ virtual engagement with the credit union. The Virtual Solutions Associate will process new account and loan applications initiated online, over the phone and through text. This position will work in conjunction with our branch teams to provide an essential digital origination channel to our membership. In addition, our Virtual Solutions Associate will assist our membership with a variety of member service functions including but not limited to: fraud prevention and processing, debit cards, check orders, stop payments, statement review, account take overs as well as account number changes. Positively supports Adventure Credit Union’s brand and promotes a service culture consistent with the credit unions’ mission, vision, core beliefs and goal of being a Trusted Financial Guide.

Responsibilities include, but not limited to:

• 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.

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.