General Summary:

Provide exceptional member service; using Automated Decision Systems, process loan applications and fund loans; establish new memberships and open new accounts. Respond to member inquiries timely and accurately. Actively promote, explain and cross-sell credit union products and services, and actively participate in all promotional/referral programs. Develop, expand and retain member relationships. Coordinate sales efforts with the appropriate department (Insurance, Financial Services, etc.) as needed. Achieve assigned goals.

Principal Accountabilities:

Assumes responsibility for exceptional member service; adherence to all Regulatory/Compliance policies and ability to manage associated risk; accurate and timely input of all new account and loan information; provide regulatory disclosures to all members.

• Provide exceptional member service.
• Extensive knowledge of credit union products, services, policies and procedures and refer our members’ appropriate products and services that will benefit their financial needs.
• Comprehensive knowledge of lending products and regulations.
• Accurately quote rates, terms and fees.
• Accurate and timely processing of loan applications, including Automated Decision Systems and any subsequent processes, associated with resulting decision. Ensure all required forms are properly completed and signed.
• Inform member of loan decision. Timely and accurate funding of approved loans. Provide required disclosures.
• Follow-up on pending loans in the Branch queue on a daily basis, as assigned by Branch Manager or delegate. Ensure comments are updated regularly and information is thorough.
• Accurate and timely set-up of all account types and services including Payroll Deduction, Direct Deposit, ATM or Visa check card, etc. Provide required disclosures.
• Responsible for initiating retention effort on large withdrawals and account closeouts. Refer to Management staff for additional retention assistance.
• Address and resolve member’s concerns and inquiries.
• Coordinate interaction with other departments, as needed.
• Control and safeguard assigned cash drawer, keys and combination.
• Must comply with all State and Federal regulations that pertain to the job functions.

Assumes responsibility for the promotion of credit union products and services and the attainment of all assigned sales goals.

• Participate in all CCU promotion/referral programs and meet assigned sales goals.
• Prepare and submit accurate sales tracking reports in a timely manner.
• Identify member financial needs to maximize cross-sell opportunities.

Secondary Accountabilities:

• Performs other duties as assigned.
• The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Qualifications:

Education/Certification:

• High school graduate with some college – AA preferred.

Required Knowledge:

• PC literate, including word processing/spreadsheets (Microsoft Word and Excel preferred).
• Knowledge of regulations related to financial institutions.

Experience Required:

• Consumer lending experience preferred.
• Two years customer service/sales experience in a financial institution.
• Knowledge of regulations related to financial institutions.

Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent sales skills.

Working Environment/Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate in a general business office with daily interaction with members, co-workers, and management. May include sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from a sitting position, stooping, or bending.

EOE