Consumer Lender na Traverse Bay Area Credit Union

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security. 

Provide excellent member service to credit union members and potential members, via electronic delivery channels. Answer questions and process consumer loan requests accurately and efficiently while ensuring confidence and accountability. Build trusted relationships through financial recommendations. Perform a broad range of member services such as opening and closing accounts, assisting members with account related questions and e-services. 

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

1. I will provide an immediate and friendly greeting.
2. I will service you with a smile.
3. I will address you by name.
4. I will give you my full attention.
5. I will make recommendations to improve your financial well-being.
6. I will treat you with courtesy and respect.
7. I will thank you for your business.
8. I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS 

• Respond to members in a courteous, professional, and timely manner, providing prompt, accurate and efficient service in accordance with credit union service standards.
• Respond to member/non-member consumer loan inquiries, including credit cards, received from all communication channels including multiple phone queues, text message, live chat, email, online contact submissions, after-hours (Xtend) contact requests and fax. 
• Interview loan applicants to ascertain lending needs, compile earnings, financial health, and credit history.
• Prepare and submit recommended loan decision(s) to Underwriting and/or Credit Committee for determination.
• Prepare and submit approved loan packages to Processing for closing preparation.   
• Maintain credit report knowledge and recommend financial credit counseling, as needed.
• Actively make recommendations to help Save All Members Money (SAMM).
• Build and strengthen trusted relationships with members by assessing needs and recommending appropriate financial solutions.
• Prepare accurate forms to transact business and support member in electronic signing process. 
• Perform member follow-up, including indirect loan follow up.
• Resolve Collateral Protection Insurance (CPI) issues for member. 
• Resolve collateral lien placement (title, UCC, etc.) matters, as needed. 
• Respond to and resolve total loss claims. 
• Maintain knowledge of credit insurance products including GAP insurance and debt protection. Actively offer these products to qualifying members. 
• Open new memberships, checking accounts, sub-share accounts, Certificate of Deposits, individual retirement accounts (IRA), health savings accounts (HSA) and complete follow up. 
• Provide members with responses regarding membership/account inquiries, account balances, loan payoffs, funds transfers (internal & external via ACH/wire transfer), credit union products/services, check orders, general questions, e-services and more.
• Respond to general card services inquiries (debit card and credit card) including transaction information, limits, fraud blocks/freezes, travel information, replacement/new orders, etc.  
• Provide advanced member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, and online loan payment portal.
• Serve as back up SCR, as needed. 
• Educate and respond to member inquiries regarding fraud.
• Participate in promotions.
• Meet established minimum expectations.
• Maintain high level of consumer loan product and service information.
• Maintain comprehensive knowledge of credit union products and services. 
• Maintain thorough knowledge of credit union products, policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Ability to be bonded.
• Ability to clear credit and criminal history check. 
• Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations. 

ADDITIONAL POSITION EXPECTATIONS  

• Seek additional responsibilities. 
• Make recommendations for potential changes and updates to the credit union procedures and policies to foster an environment of continual improvement. 
• Share responsibility for the public reputation of the credit union.
• Ensure work area is clean, secure, and well maintained. 

COMMUNICATION SKILLS 

• Answer internal and external member inquiries courteously and promptly by providing accurate and timely information.
• Maintain a positive and cooperative approach towards work and working with co-workers and members.
• Project professional and courteous behavior. 
• Service focused behavior with strong commitment to excellence. 
• Excellent listening, clear verbal, and professional written communication skills. 

TECHNOLOGY SKILLS 

• Proficient in core processing system, Windows Operating System, and Microsoft Office Suite/o365 Suite. 
• Self-motivated and willingness to learn new technology and applications.
• Working knowledge of e-services including online banking/mobile app and e-sign.  

OTHER KNOWLEDGE, SKILLS & ABILITIES 

• Ability to assess difficult situations and remain calm under pressure.
• Accurate and detailed self-starter who can exercise independent judgement and make sound decisions. 
• Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day. 
• Understanding of State and Federal loan regulations, policies, and procedures. 

EDUCATION & EXPERIENCE 

• High school graduate or equivalent, required.
• Two years customer service experience, required. 
• Two years of financial industry experience, preferred. 

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.