Position Purpose
Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting digital members who prefer digital channels over in-branch visits. This position focuses on processing and onboarding deposit and loan applications submitted online, via video or phone appointments, and through follow-up activities. This position needs to actively promote the member advocacy philosophy, as well as placing an emphasis on enthusiastic quality service while concentrating on building member relationships.
Essential Responsibilities
- Assists members with consumer lending and new account requests primarily through assisted forms of communication, including phone, IVR/call tree, video calls, text, chat, and in-branch interactions. This may include, but is not limited to, taking and closing loan applications, opening new accounts, answering member questions, and selling and servicing the products and services offered by the Credit Union.
- Educates members about digital options and other products Capital Credit Union has to offer. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, debt protection, GAP, share drafts, share certificates, credit cards, digital banking, debit cards, and direct deposit.
- Conducts outreach to members to identify financial needs, strengthen member relationships, and recommend appropriate Credit Union products and services that support members’ financial goals.
- Maintains knowledge and assists members with less common account types and related procedures, including but not limited to business accounts, IRA/HSA accounts, specialty accounts, and safe deposit box procedures and more.
- Corresponds with the membership on eligibility requirements for accounts and loans.
- Discusses special promotions and makes member referrals to Mortgage Lenders and Capital Investment Group, including arranging member appointments.
- May perform miscellaneous duties, including, but not limited to, compiling data for rate surveys, closed account surveys, and outbound members surveys.
- Maintains working knowledge of the online banking system and promotes digital banking tools and services to help members confidently manage their accounts through digital channels.
- Concentrates on building financial relationships with members, using a member advocacy approach.
- Maintains an effective working knowledge, including the technical aspects, of the Credit Union’s products and services.
- Responsible for the accuracy, follow up, and maintenance of all types of accounts on the computer system.
- Interprets key documents and makes decisions based on our policies and member data.
- Cross-sells applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs.
- Assists in preparing procedures and documentation for the position and may assist in training new employees.
- Maintains a strong understanding of the general functions of Credit Union departments and workflows in order to achieve first-call resolution whenever possible.
Necessary Experience and Qualifications
- Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
- Ability to operate an on-line computer terminal (including a good working knowledge of Microsoft Office software such as Word and Excel, the core computer system, Velocity & E-Mail), and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
- Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
- Ability to concentrate on and pay close attention to detail for over 75% of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
- Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
- Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.
- Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.
- Ability to stay in one place or work in a confined area for extended periods of time and to move about for up to ten percent of work time in order to distribute correspondence.
Work Environment and Physical Requirements
- Office environment with moderate level of noise
- Frequent use of telephone, copier, computer, fax machine and other office machines
- Prolonged sitting or standing
- Frequent mental and visual concentration
The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
