Data Year: 2024
Prepared On: 04/22/2024

Role: To assist members and potential members with their Credit Union needs; explains services, sets up new accounts, assists with their loan requests, providing clerical and administrative support needed to process and close member loans, respond to problems, and direct members to the appropriate people. Task and duties to be completed by utilizing virtual and online channels.

Essential Functions & Responsibilities: Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations. Takes member loan applications and prepares them for review by a Credit Analyst. Follows-up with the Credit Analyst to determine status. Processes approved loans and sets up date and time to close the loan and make disbursements.Assists members accessing thier accounts by reviewing and approving Mobile Deposit items. Assisting members via the ITM teller interface.Identifies cross-sell opportunities and cross-sells services to members.Help to serve members by assisting Digital Services Department.Maintains member account information on computer system. Assures that appropriate records are maintained and required reports are prepared.Performs other related duties as assigned. This may include a change of work location as necessary to maintain member service levels or a "floating" work assignment between locations.

Performance Measurements: 1.To provide prompt, accurate, courteous, friendly, timely and professional service to all members.(To assist members through virtual and online channels within designated time frame; to answer telephone promptly; to respond to all correspondence within defined window of time).2.Produce loan documents, reports and new accounts with no unresolved errors according to established department standards.3.Prepare files for underwriting on a timely basis. Complete, organize and close loan documentation and files in a timely manner.4.To meet membership, lending, product and service goals on a monthly basis.5.Develop, maintain and demonstrate a working knowledge of credit union loan standards, policies, procedures and applicable state and federal government rules and regulations.6.To develop and improve knowledge and skills in Member Service Areas.7.To process member transactions without error; troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.8.To maintain a professional work environment and businesslike appearance.9.To maintain a dependable record of attendance and timeliness.

Knowledge and Skills: ExperienceOne year to three years of similar or related experience.EducationA high school education or GED.Interpersonal SkillsWork involves much personal contact with others inside and/or outside the organization for purposes of gfirst-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Other SkillsAble to operate a 10-key calculator and computer keyboard. Good communication skills, both verbal and written and active listening skills. Proficiency in data entry/typing. Ability to communicate effectively and interact positively with others. Must be comfortable being on camera at all times while servicing members. Comfortable with emerging technologies (e.g., virtual member interactions).

Disclaimer: Must be able to work and travel to different credit union locations as determined by management.