Member Experience Specialist III

Assumes responsibility to understand our Culture Codes and consistently strives to model the behaviors and attitudes.

Humanness: We embrace our humanness, stay positive, and make work fun.
Resourcefulness: We solve problems by being resourceful, creative, and adaptive.
Learning: We learn and grow together.
Togetherness: We work hard at working well together.
Serving: We take the initiative to serve our teammates and members.

Assists members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

• a. Maintains a strong working knowledge of all applicable policies, procedures, and product lines for electronic banking channels.
• b. Ensures daily activities are completed in an accurate and timely manner including both operational and call center duties as assigned.
• c. Demonstrates proficiency navigating all systems used by retail operations to routinely answer member and internal inquiries.

Assumes responsibility for new account and account maintenance or service requests received online.

• a. Opens new accounts through remote services and in person.
• b. Ensures required new account information is provided and reviewed with member.
• c. Ensures new account requests are properly documented, accurate, and follows established policies and procedures.
• d. Performs other account opening and maintenance processes as needed.
• e. Remains up-to-date on CRM follow-up requirements.
• f. Cross sells other products and services for loans and new accounts.

Assumes responsibility for loan requests and loan maintenance received online and through video banking.

• a. Ensures that lending operations and new account operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures loan requests are properly documented.
• b. Loads, processes, and funds consumer loan requests. Includes calculating income, requesting and uploading required documents, and ensuring all information is received and accurate before submitting to underwriting and/or proceeding on an auto approved loan.
• c. Sells debt protection, GAP and Extended Warranties. Provides NADA book values. Requests and interprets Carfax reports.
• d. Contacts member as needed for additional documentation. Ensures documentation is accurate and up to date.
• e. Contacts dealers as needed for required documentation and provides lienholder information to dealer.
• f. Coordinates and processes closings. Calculates payments, terms, finance charge, and insurance.
• g. Quotes payoff requests as needed.
• h. Completes all other duties as assigned.

Assumes responsibility for the efficient, effective, and professional performance of department functions.

• a. Give suggestions and feedback to supervisor on ways to streamline processes.
• b. Creates, reviews, and maintains loan operations procedures.
• c. Keeps supervisor informed of area activities and of any significant problems.
• d. Completes required reports and records accurately and promptly.
• e. Makes outbound calls to members or potential members to assist in lending and new account goals.
• f. Meets all applicable loan, new account, ancillary product and retail product goals. Tracks all sales and submits scorecard to supervisor monthly within 5 business days of the…