Position Objective:
The Member Relationship Specialist - Experienced Lender is responsible for effectively delivering the Standard of Excellence in member relationship building and new account services in the relationship center network. Through needs-based conversations, the Member Relationship Specialist ensures member needs are met while providing efficient service that helps members with their financial goals and dreams.
Essential Job Functions:
1. Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by:
- Exhibiting high energy, a positive attitude, creativity, and passion for member service.
- Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
- Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.
- Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.
- Committing to improve our engagement with local communities within our chartered areas.
2. Establishes and retains relationships with members and potential members by providing trusted advice in every lending and member service experience by:
- Consistency welcoming and greeting all members and visitors professionally and courteously, identifying members personally, building rapport through personalized relationship building conversations.
- Consistently maintaining focus on members, practicing active listening, and avoiding interruptions.
- Proactively asking open-ended questions to understand member’s needs, altering their approach to member preferences, and ensuring accurate member applications.
- Consistently ensuring member loan applications are complete and accurate prior to completion of the interaction.
- Demonstrating knowledge and understanding of all consumer lending products and services, all new accounts and business accounts, etc. ensuring all Credit Union policies, procedures and regulatory agency requirements are accurately completed.
- Accurately performing transactions, member servicing requests (i.e., ACH, Wires, Fraud Disputes, notaries, etc.) and the conversations of products and services that lead to the most successful relationships.
- Promoting and expanding relationships by developing relationships and advising on the benefits of credit union services such as credit disability and credit life products, digital services, debit and credit cards, checking, savings and loans.
- Communicating the status of loans to appropriate parties as required. Resolving or referring problems and questions courteously and promptly.
- Recording loan information in the appropriate system and ensuring data corresponds to document data and product guidelines.
- Ensuring the Member Relations and Underwriting Teams have visibility to the steps that have been completed.
- Initiating follow up and outbound calls with members based on Northern’s goal expectations and marketing promotions
- Accurately completing documentation, tracking, and updating member contact information across all member accounts throughout the day, using Northern’s CRM 360 tool.
- Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.
3.Consistently and effectively provides efficient processing and funding for all phases of loan activities by:
- Reviewing loan applications, signed closing packets and documentation ensuring completeness, accuracy, and compliance; including term, rate, collateral involved, etc.
- Ordering and reviewing all documents required for loan approval including but not limited to home equity appraisals, credit reports and employment verifications.
- Reviewing, monitoring, and following up with appropriate individuals, including outside sources, to clarify missing or questionable information; as well as the status of outstanding documents to ensure overall timeliness of information and the process.
- Interpreting, negotiating, and processing conditions set by Underwriting in order to meet closing and funding timelines.
- Preparing and issuing conditional loan approvals, declinations and other required documentation for borrowers.
- Completing appropriate documentation such as Adverse Actions, Subsequent Actions, Lien Releases, etc. on an as needed basis.
4. Demonstrates increased member awareness usage of alternative and convenient service delivery channels by:
- Effectively tailoring approach in assisting with managing traffic flow based ont he member's preferred delivery channel.
- Identifies and refers members to the appropriate teams for additional support: NFS for financial planning advice, Home Lending for mortgage referrals, Credit Solutions for concerns with late loan payments etc.
- Demonstrates knowledge of Smart Office and Video Banking technology by ensuring all members are comfortable and understands the expectations of this process and next steps.
- Enhances the member’s knowledge of services by demonstrating, educating, and explaining the use and benefits of alternative solutions such as live assist with Northern Advance ATMs and video banking.
5. Supports relationship center needs through efficient processes by:
- Performing opening and closing Relationship Center processes, ATM cash replenishment, Peer balancing; vault balancing.
- Effectively orders the appropriate amounts of cash for the Relationship Center ensuring recyclers and ATMs are replenished to meet member service levels.
- Maintains proper documentation of all currency received and disbursed for the Relationship Center vault and recyclers.
- Completes periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine and vault fine counts.
- Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.
- Reports all suspected fraud activity immediately to the appropriate department and assists with the investigation of the fraud.
Other Job Functions:
- Through Ownership Pride promotes Northern's Core Values throughout the organization. Actively seeks solutions to issues related to member and staff expectations. Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
- Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
- Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
- Maintains knowledge of responsibilities and functions of the departments within the credit union.
- Obtains, maintains, and applies a thorough working knowledge of credit union history and lending philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products, services and delivery channels.
- Must have a thorough understanding of the credit union’s consumer loan documents, processes, procedures and regulations.
- Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in member service. Takes initiative for personal career development and seeks opportunities to learn new skills.
- All other duties as assigned
Qualifications, Skills and Experience:
- Associate’s Degree from an accredited college or university is preferred.
- Two to five years of experience within the financial industry and 2+ years of lending experience is required.
- Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
- The successful candidate will consistently demonstrate sound, independent judgment and have a proven track record for multi-tasking and performing duties in a fast-paced environment; must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
- Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.
- Proven ability to work under pressure and remain calm in tense situations with both internal and external owners.
- Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
- Must be a high-energy person who is self-motivated and results oriented and able to work independently and with groups in a fast-paced deadline driven environment.
- A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.
Physical Activities and Requirements of this Position:
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: The employee is frequently required to stand and must be able to lift 30 lbs. on occasion. Working Conditions: No hazardous or significantly unpleasant conditions.
Mental Activities and Requirements of this position:
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables. Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios, and percents, and to draw and interpret graphs. Language Ability: Ability to read a variety of books, magazines, instruction manuals, and online resources. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.
Compensation:
The base pay range for this position is $24.99 - $31.62 per hour. Exact offers will be determined based on job-related knowledge, skills, and experience
