Retail Processing and Support Specialist

Insight Credit Union is seeking for a detail-oriented member-focused Retail Processing & Support Specialist to provide operational and administrative support while delivering an exceptional member experience. A Retail Processing and Support Specialist will receive, process, prepare documents, arrange for closing, and ensure loan, account, and additional services applications are efficiently and accurately completed per credit union processes. Provides proactive outbound member support including retention calls, new member onboarding, financial health checks, and business development follow-up to deepen member relationships and drive growth.

Supports branch operations through administrative tasks and quality control support to optimize branch efficiency. Interacts directly with Virtual Services Representatives, Consumer Loan Underwriters, Members, Branch Personnel, and potential members through multiple channels including telephone, web-based software, email, chat, secured messaging, and mail delivery when applicable. Must be engaging, energetic, and personable to complete processes accurately and efficiently while providing a high level of service to internal and external customers.

This position may be located within the following locations: 270 Winding Hollow Blvd. Winter Springs, FL 32708 or 300 Webster St. Leesburg, FL 34748 or 129

E. Gore St. Orlando, FL 32806 Compensation & Benefits:
The position provides a competitive hourly rate (listed in job posting) and includes the following comprehensive benefits package offering:
* Internal offers will be based on compensation policy. Medical, Dental, Vision Free and Voluntary Life and Disability Insurance 401k with match up and 100% vested Paid Time Off Birthdays Off Tuition Reimbursement Schedule & Training:
Shift includes 32-40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours will be based on the needs of the department.
* Telecommuting is available after 3 months of employment and a satisfactory performance evaluation. Dress Code Expectations:
Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required. Responsibilities & Qualifications Receives loan and account files from contact center or branch personnel, ensures introduction to and directly interacts with applicants to quickly fulfill stipulations and receipt of required documentation. Maintains a thorough and current knowledge of the credit union's lending and deposit account promotions, criteria, guidelines, procedures, policies, and processes, to provide members with current information, and process loans and deposit accounts appropriately.

Additionally, manages new account applications received through the Xpress Accounts online portal and approves or declines those applications based on established criteria. Provides member with timely feedback of decision on their application either verbally or via secured electronic communications. Reviews information received from applicants for efficacy. Provides timely response to applicant inquires. Works directly with Consumer Loan Underwriting and applicants to ensure counteroffers, additional offers, and other changes are communicated and finalized before moving files to closing.

Answers questions regarding products and services and refers and/or fulfills Credit Union products and services beyond the members stated needs. Ensures all required stipulations, documents or other items are obtained from all resources prior to prepare closing documentation. Prepares closing documents per terms agreed and arranges loan, account, and additional services utilizing appropriate delivery services such as Docu Sign, US Mail, Fed Ex, and UPS as required.

Coordinates closing through appropriate channel depending on member needs and ensures handoffs to branch personnel are communicated effectively to ensure a high degree of member service. Prepares adverse action notices as required for online portal web apps. Receives signed closing document packages and verifies accuracy. Accurately completes funding processes in the credit union's software applications and core systems, including necessary data entry, image upload, and account notations.

Work must pass all Insight Quality Assurance standards. Conducts proactive outbound member contact to drive growth and deepen relationships. Makes retention calls to at-risk members to understand needs and offer solutions. Conducts new member onboarding…