E-Services Representative

Location 12611 Fuqua St, Houston, TX 77034

Process loans received through Instant Open, web and all other digital channels. Reviews new applications and opens new accounts received via Instant Open and all other digital channels. Provides administrative support and back up assistance to the E-Services Department. Assist members, build strong relationships, complete the interview process, and provide the right solutions to help members meet their financial goals. Educate members on improving their credit as well as ways we can further save them money.

Provide excellent member service at all times. These duties may be performed at any credit union office as assigned.

• Process consumer loans received from all digital channels, outbound calls, and inbound call leads. This includes corresponding with or interviewing loan applicants, preparing and submitting necessary documents for approval, reviewing loans for proper insurance on collateral, approving loans within loan policy guidelines, completing loan documents, selling protection products, funding loans and ensuring that they are following credit union policies.
• Process and review all applications received via Instant Open (Fivsion) and other digital channels.
• Routinely monitor all queues to ensure timely contact, follow up and completion of all applications, pending and or processing.
• Consistently meet or exceed established departmental and individual production goals.
• Conduct a review of the member’s credit reports to check for fraud, red flags and other opportunities to assist members with their financial goals.
• Actively educate members on, promote and sell credit union products and services, and maintain proper documentation for incentive tracking.
• Perform appropriate analysis to determine credit worthiness (within established lending authority guidelines), as well as, submit loans to loan officers for approval, if outside lending authority limits.
• Perform credit counseling for all new members and any members that request this service.
• Actively seek additional ways to save member’s money and to obtain loan recaptures for the credit union, with every member interaction.
• Maintain a working knowledge of all TBCU products, policies, procedures, and promotions. This includes the meaning of credit unions and organizational philosophy, values, and mission statement.
• Assist with inbound calls from members, received via the Call Center, to ensure timely and exceptional member service and assistance.
• Work and communicate well with the E-Services Loan and Account Admins to ensure timely and efficient processing of all applications, and to ensure all alerts and red flags have been cleared and all members have been sufficiently contacted.
• Conduct outbound calling on incomplete Instant Open applications, or from established E-Services follow up lists, marketing lists, or any other resources provided, to ensure a steady receipt of departmental applications
• Respond to all inquiries, complaints, and questions from callers in a courteous and professional manner. Maintain confidentiality concerning member accounts and credit union business. Research member accounts as needed and follow-up with members in a timely manner.
• Keep abreast of, and report daily, the booked, pending, denied, and withdrawn applications received.
• Actively communicate and collaborate with the E-Services department on any ideas for improvement in efficiency, processes or procedures.

• Plays an active part in helping credit union teams function smoothly and efficiently, and actively promote teamwork amongst the department as well as throughout the credit union.
• Stay alert to potential issues, communicate effectively and propose changes to policies and programs, as needed.
• Assist other departments, including the Call Center, with additional duties as needed.

• Interpersonal and verbal skills necessary to relate to and empathize with other people and to maintain a friendly and courteous demeanor throughout the day.
• Must be able to cope with pressure resulting from a constant flow of members…