Description

Member Loan Support Specialist 

WFH Hybrid Eligible: Yes

Category of Employment

Grade 7

Full-time; non-exempt

Position Purpose

This position is important to the success of credit union in fulfilling its mission as outlined in the mission statement.

Reporting Relationships

This position reports to the Member Loan Support Manager.

Essential Functions and Accountabilities:

• Identify members’ financial needs through effective relationship building and providing solutions as well as making referrals to the internal specialists who can provide the matching solution(s) when appropriate (Loan Specialist and/or Mortgage Specialist referrals).
• Meet WFCU Group Service Standard goals.
• Provide post-closing loan support through documentation review, follow-up with members as needed, and reporting provided to the Sales team.
• Answering incoming calls with varying levels of complexity, including the following:
• Loan inquiries and basic loan functions, such as payoff inquiries, autopay/ACH setup, and due date changes
• Cross-sell WFCU products and services.
• Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc.
• Perform other duties as required by supervisors and assist other departments when necessary.

Performance Expectations

Contribute to the overall efforts of the credit union in reaching its objectives, which include:

• Providing quality service to credit union members.
• Meeting WFCU Service Standards (Communications, Service Levels).
• Exceed referral expectations for referrals to internal specialists
• Maintaining efficient and productive credit union operations.
• Willing to go the extra mile for members, meeting their needs and exceeding their expectations.
• Energetic with a can-do attitude.
• Demonstrate willingness to achieve professional growth through on-the-job training and educational opportunities.
• Maintain friendly working relationships with management and coworkers.

Requirements

Minimum Qualifications:

• High school graduate.

 Desirable Qualifications 

At least one year’s experience in a financial institution or similar work environment. 

Advanced computer skills; proficient MS Office

• Excellent time management skills
• Excellent verbal and written communication skills
• Ability to follow up with others regarding information needed or provided
• Ability to work independently, self-starter, energetic
• Able to handle highly confidential information with discretion
• Detail oriented
• Able to adhere to tight deadlines
• Able to produce high-quality work in an efficient and timely manner
• Demonstrate flexibility and adaptability by being able to discern between conflicting priorities and reprioritize as business needs dictate
• Embraces change

Desirable Traits

• Professional presence.
• Punctual, dependable and cooperative.
• Possess a positive demeanor and cooperative attitude in relations with members and employees.
• Communicates with warmth and compassion while keeping the needs of the business as the primary focus. 

Physical and Mental Demands

Physical activities involve those normally associated with working in an office environment: walking, standing, talking and similar activities.

Vision and hearing requirements, including close vision, ability to distinguish basic colors and/or shades, depth perception ability to adjust focus, ability to hear telephone and/or in-person conversations, and other vision and hearing demands.

Ability to lift objects or exert force in pushing and pulling.

Mental demands, including such requirements as reading documents, analyzing and solving problems, interpreting data or information, using math or mathematical reasoning, learning and applying new information and skills, performing highly detailed work, meeting changing and/or intensive deadlines, constant interruptions, multiple concurrent tasks and interacting with members/coworkers.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Wichita Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.