Contact Center Loan Member Advisor I

• Member/Account Transactions - Assist members with their accounts over the telephone. Process teller transactions which include withdrawals, deposits, Visa advances, payroll deduction changes. Abide by check acceptance limits for Business and Personal checks. All items above the limit will require approval from Branch management or and override. 

• Member/Account Maintenance - Aid with all credit union products and services, and products offered by Red Canoe Financial Group. Open and maintain all new accounts, products, and services. In addition, handle complaints, troubleshoot, research, and maintain accurate records associated to services provided. 

• Lending – Assist members by taking basic loan applications for VISA, LOC, Shared Secured, dealer loans with PO in Washington and Oregon, and internal refinances. Refer action to Senior Underwriting for recommendations and decisions. 

• Sales & Service Performance - Effectively refer products and services and their features and benefits as outlined in the CUNA “Creating Member Loyalty” program. Track referrals, member relationships and contacts using the program software. Make quality product and service referrals to existing members & non-members. Sales efforts include, but are not limited to, referrals, buyouts, member surveys and out bound service calls. 

• Inbound Lending Calls-Maintain professional member service by meeting the quality service standard, SLA, and schedule adherence standards. Backing up CHAT, Email and other interaction queues as needed. 

• Dependability – Adhering to the agent schedule start, break, lunch and end shift times. Giving sufficient notification for missed work, appointments or PTO scheduled time off. Following through on assignments and counted on to complete assignments in a timely and competent manner. Must be self – directed, take initiative and is proactive 

• Employee/Member Relations – The degree to which employee/member service application is demonstrated in the day-to-day business environment. 

• Adaptability - Showing openness to change and new ideas. Ability to adjust to changing work requirements and respond to new situations. 

• Quality Service – The percentage earned on quality service rating from Mystery Shops. 

• Teamwork & Cooperation – Promote a positive, productive, and professional working environment. Demonstrating sensitivity, cooperation, understanding and respect. 

• Productivity – Level of work output or productivity as compared to a standard or compared to others. 

• Policy Compliance – The degree to which the individual complies with company policies. 

• Other Critical Job Duties 

• Maintain good telephone and communication skills. 

• Assist with month-end and daily reports for department. 

• Maintain and processes signature cards. 

• Accurate account maintenance including methods of ID verification with MFA, SMS, or out of wallet questions. 

• Scanning of checks, signature cards, loan documents 

• Assist members as needed to provide quality services with knowledge of products and services to effectively cross-sell/referrals. 

• Knowledge of dividend calculations 

• Knowledge of compliance related issues 

• Resolve and report member complaints including filing UAR's under suspicious circumstances for BSA. 

• Understand and explain deposit coverage (NCUA) 

• Process check orders, stop payments, statement requests, check copy requests, payroll deduction, process digital services such as pay by card services with SWIVEL. 

• Provide accurate quality service on loan inquiries and loan interviews. 

• Duties as assigned by the Branch Manager. 

BASIC REQUIREMENTS 

• High school diploma or equivalent 

• Credit Union teller experience, preferred. 

• 1 year + New Accounts and lending experience preferred; related training or experience considered. 

• Keyboard proficiency 

• Ability to read English by sight; and both speak and write English 

• Ability to hear by telephone and in person. 

• General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. 

• Physical - Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches. 

• Mental - Mental effort required involving considerable organization, planning, and analytical efforts with superior communication. General demands include alertness, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination. 

• Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. Lunch/break area exposed to microwave; and is in the basement at main office. Facility is 100% free of tobacco smoke. 

• Equipment - Essential equipment used includes but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, facsimile (fax) machine, etc.