Description:
The Applications Specialist is responsible for delivering a professional, high-quality member experience via phone and online channels in a fast-paced, high-volume environment. This role processes loan, deposit, and new membership applications accurately and efficiently while adhering to established policies and procedures.
Major Responsibilities
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Interview members and non-members to identify financial needs and recommend appropriate loan and deposit products.
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Provide accurate information regarding loans, deposits, and membership products.
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Follow caller verification procedures consistently.
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Navigate multiple systems and software applications efficiently.
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Monitor loan and new membership queues to ensure timely processing of applications.
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Audit applications for accuracy and compliance with organizational policies and guidelines.
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Process loan disbursements using applicable systems (e.g., Symitar, Opening Act).
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Collect applicable taxes, fees, documents, and funds related to transactions.
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Demonstrate strong listening skills to identify opportunities to meet member needs and cross-sell products when appropriate.
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Model organizational values through professional and appropriate behaviors.
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Maintain adherence to attendance policies, remain adaptable to changing assignments, and support team objectives.
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Perform other duties as assigned.
Requirements:
- High school diploma or equivalent required.
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Minimum of 1–3 years of call center experience and/or 2–3 years of customer service experience in a service-oriented environment.
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Must obtain and maintain Registered Mortgage Loan Originator status (NMLS) within 120 days of hire, promotion, or transfer.
Skills & Competencies
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Ability to thrive in a fast-paced, call center environment.
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Professional and positive communication skills, particularly over the phone.
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Knowledge of federal and state regulations related to consumer lending (e.g., Truth in Lending Act, FNMA, Freddie Mac, Dodd-Frank).
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Familiarity with mobile and online banking platforms.
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Strong attention to detail and accuracy in transaction processing.
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Solid mathematical and problem-solving skills.
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Proficiency in computer systems, internet applications, and Microsoft/Windows-based software.
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Ability to work collaboratively and contribute to team goals.
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Adaptability to changes in systems, processes, and organizational needs.
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Strong organizational and communication skills, including the ability to clearly convey complex information.
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Ability to apply sound judgment and decision-making in financial transactions.
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Commitment to delivering excellent member service and building trust.
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Dependable attendance and punctuality.
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Willingness to participate in ongoing training and professional development.
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Availability to work Monday through Friday with rotating Saturdays and flexible scheduling as needed.
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Maintain a professional appearance suitable for member interactions and external representation.
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Alignment with organizational values: happy, helpful, honest, humble, and driven.
Building tomorrow starts with you!
At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.
Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.
