Retail Processing and Support Specialist

Insight Credit Union is seeking for a detail-oriented member-focused Retail Processing & Support Specialist to provide operational and administrative support while delivering an exceptional member experience. 

A Retail Processing and Support Specialist will receive, process, prepare documents, arrange for closing, and ensure loan, account, and additional services applications are efficiently and accurately completed per credit union processes. Provides proactive outbound member support including retention calls, new member onboarding, financial health checks, and business development follow-up to deepen member relationships and drive growth. Supports branch operations through administrative tasks and quality control support to optimize branch efficiency. Interacts directly with Virtual Services Representatives, Consumer Loan Underwriters, Members, Branch Personnel, and potential members through multiple channels including telephone, web-based software, email, chat, secured messaging, and mail delivery when applicable. Must be engaging, energetic, and personable to complete processes accurately and efficiently while providing a high level of service to internal and external customers.

This position may be located within the following locations:

270 Winding Hollow Blvd.

Winter Springs, FL 32708

or

300 Webster St.

Leesburg, FL 34748

or

129 E. Gore St.

Orlando, FL 32806

Compensation & Benefits:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Schedule & Training:

Shift includes 32-40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours will be based on the needs of the department. 

*Telecommuting is available after 3 months of employment and a satisfactory performance evaluation.

Dress Code Expectations:  Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.

Responsibilities & Qualifications

• Receives loan and account files from contact center or branch personnel, ensures introduction to and directly interacts with applicants to quickly fulfill stipulations and receipt of required documentation. Maintains a thorough and current knowledge of the credit union's lending and deposit account promotions, criteria, guidelines, procedures, policies, and processes, to provide members with current information, and process loans and deposit accounts appropriately. Additionally, manages new account applications received through the Xpress Accounts online portal and approves or declines those applications based on established criteria. Provides member with timely feedback of decision on their application either verbally or via secured electronic communications. Reviews information received from applicants for efficacy. Provides timely response to applicant inquires. Works directly with Consumer Loan Underwriting and applicants to ensure counteroffers, additional offers, and other changes are communicated and finalized before moving files to closing. Answers questions regarding products and services and refers and/or fulfills Credit Union products and services beyond the members stated needs.
• Ensures all required stipulations, documents or other items are obtained from all resources prior to prepare closing documentation. Prepares closing documents per terms agreed and arranges loan, account, and additional services utilizing appropriate delivery services such as DocuSign, US Mail, FedEx, and UPS as required. Coordinates closing through appropriate channel depending on member needs and ensures handoffs to branch personnel are communicated effectively to ensure a high degree of member service. Prepares adverse action notices as required for online portal web apps. Receives signed closing document packages and verifies accuracy. Accurately completes funding processes in the credit union's software applications and core systems, including necessary data entry, image upload, and account notations. Work must pass all Insight Quality Assurance standards.
• Conducts proactive outbound member contact to drive growth and deepen relationships. Makes retention calls to at-risk members to understand needs and offer solutions. Conducts new member onboarding calls to ensure successful account setup, answer questions, and identify additional product opportunities. Performs financial health checks with existing members to assess their financial wellbeing and recommend appropriate products and services, with particular focus on converting single-product members to primary checking relationships and direct deposit capture. Follows up on business development events by contacting leads, scheduling appointments for branch staff or virtual services, and converting referrals into member relationships. Tracks all outbound activity and conversion metrics. Proactively identifies opportunities for checking account acquisition, deposit growth, and product penetration during all member interactions.
• Provides administrative and operational support to branch locations to reduce branch manager workload and enable focus on sales and coaching. Completes assigned branch reporting, data entry, and administrative tasks. Supports branch quality control processes as directed. Assists with research and resolution of member inquiries escalated from branches. Communicates effectively with branch personnel to coordinate member needs and ensure seamless service delivery. Ability to work on multiple members, platforms, and processes at the same time without a decrease in service. Meets or exceeds department quality service, turnaround times, and funding goals. Responsible for tracking and reporting on all accounts opened online and ensuring that all account funding has been completed and balanced.
• Participates in continual development of the Retail Processing & Support Team processes and procedures, including but not limited to, identifying roadblocks, problems, and communicating accordingly. Participates in department meetings. Completes all assigned compliance training within required timeframe. Ensures that all security protocols are adhered to for all CIP related policies and/or procedures, at all times, and through all channels.
• Performs other related duties as assigned up to and including contact center functions via chat, secured messaging and email, as needed.

Experience: Three years to five years of lending experience specifically as it relates to underwriting guidelines, stipulations, compliance, documentation, funding and closing. Outbound sales or member service experience preferred.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: 

• Excellent customer service skills with ability to conduct effective outbound calls.
• Ability to identify member needs and recommend appropriate solutions.
• Ability to interact with all levels of management, employees, peers, and members.
• Strong verbal and written skills.
• Knowledge of basic mathematics.
• Ability to prioritize and organize job tasks.
• Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output. 
• Ability to carry out detailed written and oral instructions.
• Self-motivated with ability to work independently on outbound initiatives

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.

Insight Credit Union is an EO Employer, including Disability/Vets.