Responsible for handling a variety of member service calls and online/virtual banking in a prompt and courteous manner. Resolves member questions and problems regarding all account information, including loans, payments, automatic transfers, interest rates, Visa, Debit, certificates, wires, ACH, and online services. Cross sells Credit Union services and supports all functions within the Call Center. Prepares loan applications for credit approval and disburse approved loans. Assists with loan processing, servicing, and new accounts as assigned. Professionally assists and serves members. Responsible for growth of loan department with competitor payoff opportunities and outbound calls. Performs specific assigned side-jobs including various clerical functions and assists the Communications Center with duties as required. Serves members promptly and professionally.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
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Assumes responsibility for the effective and professional completion of Virtual Loan Specialist functions.
- Receives and processes member telephone, online and virtual loan and share questions and complaints in a professional and timely manner.
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Completes research and resolves loan documentation errors or discrepancies; takes corrective action in the member’s best interest.
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Provides general information to members on Credit Union policies, procedures, and programs. Ensures that services are provided in accordance with policy and legally compliant.
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Provides basic information to members on accounts, payments, interest rates, NADA vehicle values, loan options, and share accounts and other programs.
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Interviews and performs loan functions, collects information, and completes the loan application correctly for loan decisioning. Prepares and completes loan documentation for the member to sign. Offer and capture any other of the members business during the interview process.
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Maintains and projects the Credit Union's professional reputation.
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Recognizes growth opportunity; offer extended products and services on loans and share accounts.
- Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
- Assists and replaces area personnel as needed.
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Keeps supervisor informed of area activities and significant problems.
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Completes required reports and records accurately and promptly.
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Attends and participates in meetings as required.
- Assumes responsibility for related duties as required or assigned.
- Performs related clerical, receptionist, and call center duties as needed.
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Keeps informed regarding policy and procedure change. Assists in verifying accounts, copying checks, and mailing correspondence.
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Keeps work area clean, secure, and well maintained.
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Actively and professionally cross sells Credit Union services.
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Assists other departments, as necessary.
PERFORMANCE MEASUREMENTS
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Virtual Loan Specialist functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
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Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
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Accurate and complete information about Credit Union products and services is provided to members.
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Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.
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Required reports and records are accurate, complete, and timely.
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The Credit Union's professional reputation is conveyed and maintained.
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Productivity is maximized with outbound calls and loan products are offered when applicable.
Benefit Opportunities: 401(k) with employer matching contribution, Dental Insurance, Employee assistance program, Employee loan rate discount, Employee referral program, Health Insurance, Holiday pay, Investment consulting, Long-term disability insurance, Life and AD&D insurance, Paid bereavement leave, Paid parental leave, Paid time off (personal, PTO, sick, vacation), Professional development assistance, Short-term disability insurance, Tuition reimbursement, Vision insurance
Other Compensation Opportunities: Goal-based Organizational Annual Bonus, Position-based Monthly Incentive
Job & Pay Type: Full-time, Non-Exempt
Pay Range: $17.86 - $26.79/hour
Pay Frequency: Bi-weekly
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent.
REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures. Basic understanding of loans, payment processes, and interest rates.
EXPERIENCE REQUIRED: At least 1 year of experience in member service or loan department at a full-service financial institution.
SKILLS/ABILITIES: Excellent communication and public relations skills. Ability to work well under pressure. Ability to use a personal computer and related software applications including Microsoft Word or Excel. Solid math skills and bookkeeping abilities.
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.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
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 a few variables.
MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
SOCU is an Equal Opportunity Employer and will give consideration to all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, age, sex, marital status, order of protection status, disability, marital status, sexual orientation, pregnancy, or unfavorable discharge from military service as those terms are defined in Section 1- 103 of the Illinois Human Rights Act (775 ILCS 5/1-103).
