The Member Engagement Support Specialist will provide support to the Member Engagement team by providing exceptional experiences to our members through continuous proactive support, effective communication, timely follow-up, and attention to accuracy. They will complete a variety of day-to-day office and clerical tasks in order to complete member requests resulting in an excellent member experience. Support Specialists will provide resolution to an assortment of problems that are typically well defined through processes and procedures, but will require judgment to determine action as additional information about an inquiry, issue, or task is discovered.

What you will do here:

Assist in fulfilling loan processes following procedures provided. Work with Member Engagement channels to support direct and indirect communication to members. This includes emailing or calling members to obtain documents, signatures, missing information, and scheduling loan closings. Upload necessary loan documents and communicate with MA’s to complete the loan process. Audit loan documents to ensure accuracy. Disperse qualified leads received through multiple channels.

Provide account documentation support; work with Member Engagement channels to provide DocuSign support for various member documents including but not limited to: New account documents and account maintenance documents. Monitor DocuSign request channels and respond to requests within established SLA timeframes.

Assist in fulfilling various Member Engagement channel requests such as but not limited to: requests for fee reversals, monetary transactions, debit cards, account statements, member communication, account closures, pay by phone or research requests.

Support processes to complete online account applications. Review, process, and follow-up on account application with members to complete the account origination process. Work to ensure that all online new account applications are decisioned accurately and within established SLA timeframes. Review credit reports and other credit-related information to determine qualifications for membership.

Review account workflows opened by Member Engagement Sales. Complete account opening once all documents are received.

Perform all other job-related duties as assigned.

What you will need:

High School Diploma or GED required.

2 years of Teller, Business, Banking, and/or Financial experience required.

2 years experience with Core financial systems and software (Keystone preferred) required.

1 years experience as a Credit Analyst responsible for approving consumers for new accounts or loan related products preferred.

1 years Call Center experience preferred.

1 years working with Document software is a plus (DocuSign preferred) preferred.

Demonstrated understanding of the credit life cycle and credit worthiness based on reviewing consumer credit reports required.

Demonstrated competency in call center lead management and distribution preferred.

Knowledge of a wide range of consumer and business products including savings, checking, home equity, mortgage, investments, insurance and ancillary products and services required.

Advanced knowledge of Microsoft Office Suite required.

Demonstrated ability to use best judgement of applying procedures and steps within a process to make sound decisions in a timely manner required.

Strong communication skills; both written and verbal required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.