We're in the business of people helping people and you can help us change lives just by working here. Whether it’s helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time – you have an impact on their lives just by working here, no matter what your position may be.
Requirements
- Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information.
- Comply with all regulatory compliance acts including Fair Credit Reporting Act, Equal Credit Opportunity Act, and Truth-In-Lending/RESPA, including mortgage disclosures.
- Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI).
- Maintain quality of work by reviewing account, loan, and mortgage documents for accuracy and completeness, timeliness of completion for all account, loan, and mortgage products.
- Efficiently complete all member and staff requests within Contact Center delivery Open, close, and maintain applicable maintenance on all depository and loan accounts.
- Adhere to established Contact Center performance indicators including, but not limited to, schedule adherence, inbound wait times, and quality monitoring evaluations.
- Promptly and professionally service in-bound member phone interactions, following established Contact Center interaction standards, from internal and external membership regarding accounts, transactions, product information and service options.
- Demonstrates a willingness and initiative in the timely and complete resolution of member complaints, problems, questions, and errors by taking ownership for the member concern, directly answering standard/technical questions, and escalating to management when needed.
- Provide elevated service to all members that meet or exceed established member service goals, as measured by member satisfaction surveys.
- Educate members on consumer loan products, interview member applicants, and review and submit consumer loan applications, through all Contact Center delivery.
- Conduct effective needs-based cross-selling during member interactions, making applicable product and service recommendations in support of department and individual goal attainment.
- Meet all KPIs set by Sr. Leadership related to loan, credit card, and membership growth, ancillary loan products, and referral opportunities in support of organizational growth.
- Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
- Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization’s values.
Benefits
- Pension Plan
- 401k Plan
- 401k matching contributions
- Excellent health benefits
- Flexible Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Wellness Time Off (WTO)
- More than ten paid holidays per year
- Wellness program
- Tuition reimbursement
- Student loan repayment
- Employee recognition program
- Educational incentives
