Member Contact Center Specialist

Company: Truliant Federal Credit Union
Location: Winston Salem
Posted on: August 20, 2020

Job Description:

Purpose of the Job

The Member Contact Center (MCC) Lending Specialist position is primarily responsible for serving member-owners accurately and efficiently through multiple delivery channels regarding Credit Union deposit and loan products and services. Performs all functions in a manner which aligns with the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner. MCC Lending Specialists are required to have a thorough understanding of all lending and deposit products and services, as well as the loan application process and must interpret credit reports to meet members’ lending needs through a consultative sales/service approach. The Lending Specialist 7 should possess a strong commitment to providing excellent service to Truliant’s member-owners.

Essential Functions and Responsibilities

• Recognizes and responds to member relationship opportunities using consultative sales/service approach.

• Displays strong member relation skills both internally and externally by handling both lending and deposit issues at point of contact, utilizes good follow through, and remains professional at all times.

• Responsible for timely documentation of all aspects of loan process and maintaining detailed notes of activity and member responses.

• Follows-up on pending and approved loans that have not booked utilizing available reports.

• Researches and resolves all member service related issues to include both lending and deposits

• Initiates and follows-up on all deposit and loan research requests.

• Participates in mentoring activities including new employees, contact center visitors, conducting team meetings, and assisting coworkers.

• Thoroughly and accurately completes loan application processing procedures so loan may be booked in a timely manner.

• Participates in the team environment displaying community/credit union involvement, shares success stories, and remains professional with internal members.

• Demonstrates strong personal and time management skills.

• Learns and trains in other skill-sets as needed.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have excellent communication skills in English, both verbal and written

• Must have thorough understanding of Credit Union operations, financial products, services and delivery systems

• Must have advanced knowledge of all Credit Union lending and deposit products, and services to include lending ancillary products

• Must have basic arithmetic skills

• Must have intermediate PC skills, with intermediate level knowledge on Microsoft Excel, Word, and Outlook

• Must have ability to work well under pressure in a goal oriented environment

• Must have ability to understand business processes within the Credit Union

• Must be detail oriented and well organized, with the ability to multi-task

• Must be flexible and able to shift resources and priorities as required

• Must be able to complete assignments with minimal supervision

• Must be able to become proficient in loan processing and closing procedures

• Must be able to learn lending products as well as ancillary lending products, services, and delivery systems

• Must become proficient with both lending and member service skills (typically 6 months experience)

• Must be able to work in a general office environment

• Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

• Must be able to sit at a desk for long periods of time and use a computer

• Must be able to use a telephone and wear a phone audio headset

• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent

• Previous call center experience preferred

• Previous experience in the financial industry preferred

Keywords: Truliant Federal Credit Union, Winston-Salem , Member Contact Center Specialist, Other , Winston Salem, North Carolina