LOAN SPECIALIST

Job Summary: Receives members and potential members through designated remote delivery channels. Builds positive relationships with all contacts by providing accurate, superior service. Educates and refers members to Credit Union services with a primary focus on loan products, insurance and lending ancillary products.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing. Essential duties and responsibilities include the following.

Primary Duties:

- Interviews member by phone and takes complete and accurate loan applications; obtains the applicants assets, determines collateral values, debts, income and purpose of loan. Conducts preliminary credit analysis by application scoring and other means available.

- Directs applicants to alternative services and/or loan products appropriate to their needs.

- Refers/sells appropriate credit insurance and ancillary loan protection products.

- Informs applicants of loan decision and loan closing process through outbound calls or other necessary media.

- Contacts members by phone in order to increase loan penetration of membership.

- Handles loan and loan product referrals received through the Teleservice Department.

- Accomplishes three objectives with each incoming call:

- Provide superior member service;

- Fulfill the primary objective of the call; and

- Identify other potential member needs; and refer/sell appropriate Credit Union products and services.

- Maintains high accuracy in handling of all transactions and assigned duties, especially those dealing with members accounts.

- Meets established levels of productivity in loan sales, product and service sales/referrals and other goals as determined by the Credit Union.

- Creates a positive experience by always using the members name and exceeding member expectations while conducting transactions in order to maintain service goals at the acceptable level as determined by the Credit Union.

- Identifies callers using the prescribed security questions to insure proper caller identification.

Secondary Duties:

- Receives members by phone and determines the nature of the members' business. Handles numerous personal and business account transactions including but not limited to:

- Monetary transactions including transfers between accounts and check withdrawals;

- Providing loan payoffs and other loan information;

- Processing preliminary member reported fraud claims pertaining to stolen or lost ATM/ Debit Cards, VISA cards, ACH transactions, check forgery and internet phishing;

- Identifying and resolving member issues when possible or submitting Help Desk tickets to appropriate areas for research and/or resolution;

- Accepting member requests for changes to IRAs and CDs and submitting the instructions to the appropriate area for completion;

- Receiving and processing transfer requests including payroll setups and allocations, ACH origination and loan payments;

- Accepting account data change requests and submitting to appropriate area for completion;

- Submitting on-line banking reset requests; providing log on assistance and bill payment instruction;

- Placing stop payments on members checks and ACH debits;

- Exercising good will with members by waiving certain fees within established guidelines;

- Submitting member comments to appropriate area when additional follow-up is required to meet members needs; and

- Participating in member surveys, Annual Meeting reservations and identifying types of calls by using the designated contact management tools.

- Provides through remote delivery channels, routine information concerning the Credit Union services or policies and third party SSCU-supported vendors, including: What is a Credit Union; eligibility for membership; how to apply for membership; type of accounts available; insurance products; the locations of the Credit Union, office hours; and remote delivery services.

Confidentiality Requirements: Must keep members' transactions and other Credit Union business in strictest confidence.

Travel Demands: Limited travel as circumstances dictate.

Qualifications

Prerequisite Experience:

- Direct loan sales experience within the last 36 months is required. If there are no bidders who fulfill that requirement, in order to be considered the candidate must have loan referral experience within the last 36 months and show sales aptitude as determined through a third party vendor sales aptitude test.

- Consistent achievement of loan and overall goals as assigned and measured on a Credit Union sales or referral matrix within the last 24 months, or equivalent documented achievement from a financial or retail environment. Consistent achievement is defined as a minimum of 3 trimesters on a full goal matrix with not more than one trimester under 100% of goal within the last 24 months.

- Previous contact center or direct member/customer contact and service experience in a financial institution or retail environment within the last 36 months.

Required knowledge, skills and abilities once in the job:

1. Customer service attitude and skills to include:

Team player attitude, commitment, patience, enthusiasm, creativity,

listening, comprehension, initiative, cooperation, attention to detail,

resourcefulness.

2. Professionalism to include:

Confidence, good judgment, appropriate demeanor and appearance;

ability to interact with employees and members.

3. Skills to include:

Problem solving, decision making, time management, interpersonal

communications, organization.

4. Other: Excellent oral communication and skills required. Must be able

to deal effectively with difficult contact situations. Must demonstrate

comfort with sales-focused responsibilities.

5. Other: Maintains overall knowledge of the resources and services of the

Credit Union as front-line first contact with members; conversant in

alternatives to steer the member to the correct department in the Credit

Union that has the knowledge or expertise desired by the concerned

member.

6. Other: Ability to work proficiently in a Windows based environment.

Certifications, licenses required once in the job: State of Ohio Credit Insurance License, Bondable, State and Federal registration to comply with the Safe Act.

Physical, Mental or Visual Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.