Role: |
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Assists members in a contact center environment with loan and account related products and services. |
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Essential Functions & Responsibilities: |
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| - | Follows scripts and telephone etiquette guidelines to answer inbound calls in an efficient and professional manner, primarily assisting members with loan related products/services including, but not limited to: membership eligibility and benefits, share types and rates, loan types, rates and terms, collateral values and requirements, debt protection, guaranteed asset protection (GAP), vehicle service agreements, and collateral protection insurance (CPI). |
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| - | Assists members with loan transactions, including, but not limited to loan and MasterCard payments, transfers, payoffs, advances/add-ons, requests for adding/terminating joint borrowers, adding/removing joint and authorized MasterCard cardholders, and closing LOC and MasterCard accounts. Assists with share and account related transactions upon request. |
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| - | Processes and disburses SAFE loan requests and loan modification agreements within lending guidelines. Ascertains loan application and supporting documents are complete. Ensures member is thoroughly familiar with all terms, payment amounts, dates, and method of repayment. |
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| - | Promotes, explains and cross-sells Credit Union products and services in order to assist members in meeting their financial goals. Encourages and assists members with enrollment in electronic services and refers members to Eglin Financial Services. Meets established credit union goals. |
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| - | Performs other job related duties as assigned. |
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Performance Measurements: |
| 1. | Job functions are efficiently and accurately performed, and in compliance with established policies and procedures. |
| 2. | Communications with members and coworkers are professional, courteous, clear and concise |
| 3. | Consistently reliable in attendance, punctuality and dependability. |
| 4. | Is trustworthy, represents EFCU in a professional manner and performs in a positive, constructive and supportive manner. |
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Knowledge and Skills: |
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Experience | One year to three years of similar or related experience. |
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Education | A high school education or GED. |
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Interpersonal Skills | Must have good listening and communications skills. Work involves much personal contact with others inside and/or outside the organization for the purpose of building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. |
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Other Skills | Must be proficient with general office equipment, PC and ancillary software.
Must have the ability to fully comprehend and explain share and loan related products and services, account transactions, fees, dividends and loan interest, and debt protection products. |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
