Description

Job Description

Member Relationship Specialist

Category of Employment

Grade: 7

Full-time; Non-exempt.

WFH Hybrid Eligible

Position Purpose:

Drive consumer loan growth and member engagement by delivering professional, informed, and accurate service. Actively promote and cross-sell credit union products and services while exceeding goals for loan production, loan protection products, memberships, checking accounts, and referrals to additional financial solutions. Bilingual preferred but not required.

Reporting Relationships

Reports to the Consumer Lending Manager

Essential Functions and Accountabilities:

1. Conduct interviews with members, assess member needs, recommend WFCU products and services to meet or exceed those needs

2. Meet or exceed consumer loan production goals and goals for ancillary products including, but not limited to, Debt Protection, GAP, warranties, auto insurance, etc.

3. Review available information and proactively contact members with opportunities to improve their financial position – prospecting, follow-up on loan applications and outbound calling are expected

4. Provide general information, interview members on the phone and via video calls, analyze credit applications, determine collateral needs, values and payment plans, verify income, calculate debt ratios, obtain credit reports, verify credit history, examine assets and liabilities

5. Be able to discuss loan alternatives, credit criteria, interest rate, and loan documentation in such a manner as to elicit a positive response from the member.

6. Collect required documents from members required by the Underwriter to provide the Consumer Loan Processor and/or Member Loan Support Center Specialist with the required information for an accurate and efficient closing process.

7. Identify financial needs for members and cross-sell other credit union products and services by making referrals to other internal credit union specialists.

8. Provide coverage for other Member Relationship Specialists as dictated by staffing needs and member volume

9. Provide service by answering “Apply for Loan’ queue calls and responding to online applications as assigned

10. Other duties as assigned.

Performance Expectations:

To meet or exceed the established individual goals each month
To sell the assigned volume of credit union and credit union partner products and services
To meet or exceed credit union service standards including standards for phone call answer rate
To ensure all lending activities and approved loans comply with established policies and regulations
To assist the Consumer Loan Processor and/or Member Loan Support Center Specialist as assigned or as needed to organize and complete member loan within prescribed time frame, ensuring that all documents have been properly signed, with minimal errors per month.
To troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
To provide informed, professional, and accurate service and support to all members and associates.
To maintain a dependable record of attendance and timeliness.
To maintain a professional, courteous, and friendly atmosphere for members and co-workers.
To process online applications and return member calls within a reasonable amount of time as established by the Supervisor

Requirements

Minimum Qualifications

High school graduate
2-4 years of experience in lending and/or sales

Desired Qualities

Excellent time management skills
Excellent verbal and written communication skills
Ability to follow up with others regarding information needed or provided
Ability to work independently, self-starter, energetic
Able to handle highly confidential information with discretion
Detail oriented
Able to adhere to tight deadlines
Able to produce high-quality work in an efficient and timely manner
Demonstrate flexibility and adaptability by being able to discern between conflicting priorities and reprioritize as business needs dictate
Embraces change

Desirable Traits

Professional presence.
Punctual, dependable and cooperative
Possess a positive demeanor and cooperative attitude in relations with members and employees.
Communicates with warmth and compassion while keeping the needs of the business as the primary focus.

Physical and Mental Demands

Physical activities involve those normally associated with working in an office environment: walking, standing, talking and similar activities.

Vision and hearing requirements, including close vision, ability to distinguish basic colors and/or shades, depth perception ability to adjust focus, ability to hear telephone and/or in-person conversations, and other vision and hearing demands.

Ability to lift objects or exert force in pushing and pulling.

Mental demands, including such requirements as reading documents, analyzing and solving problems, interpreting data or information, using math or mathematical reasoning, learning and applying new information and skills, performing highly detailed work, meeting changing and/or intensive deadlines, constant interruptions, multiple concurrent tasks and interacting with members/coworkers.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Wichita Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.