Job Description

Responsible for interviewing and qualifying members for consumer loans and other products within the requirements of the policies established by the Credit Union. Ensure member satisfaction through courteous, accurate, and efficient service. Create a world class experience that includes cross-selling additional Credit Union products and services. Based on departmental needs, MSC Lending Hire Aheads will be placed on the Financial Service Center Consumer Lending team, the Member Retention Specialist team, or the Online Relationship Agent team. Responsibilities for these teams are: working loans originated through any of the channels, retaining member’s accounts through inbound/outbound mechanisms and operating within a call queue.

Duties and Responsibilities:

• Maintains a strong focus on helping each member achieve financial success.
• Ensure member experiences are always at or above our Eagle Service Standards.
• Behaves consistently with ICCU’s Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement and Accountability at all times.
• Be a positive influence on creating an upbeat and energetic team Culture.
• Effectively communicate over the phone, through text message, and through email in a professional, accurate, and timely manner with members by setting clear expectations throughout the account and/or loan process.
• Interview members, gather data for complete and accurate loan applications, make loan recommendations to Underwriting, and manage all communication throughout the process.
• Ability to review members’ full financial picture, along with their personal financial goals, and make recommendations
• Interview and review mortgage applicants and handoff mortgage applications
• Gather needed verification documents from members and real estate partners.
• Open new accounts, certificates, IRA’s, etc.
• Maintain in-depth product knowledge on all deposit account products, loan products, mortgage products, and business products.
• Pull credit reports and analyze eligibility for checking accounts and any/all applicable cross-sell opportunities.
• Research and make appropriate corrections for members with account problems.
• Cross sell Credit Union products and services, and maintain acceptable levels of Game of Work Sales goals and insurance penetration
• Keep your manager informed of member needs or desires regarding products, services, suggestions, and/or escalations.
• Work applications originated online, outbound and inbound calls to the ORA/FSC/MRS through the LOS and the CRM
• Conducting outbound campaigns targeted at members who are likely to leave or reduce financial products at ICCU.
• Helping members open new accounts.
• Using various mediums to communicate with members in a professional, accurate, and timely manner.
• Interviewing and qualifying members for loans and other products within the requirements of the policies established by the Credit Union.
• Researching and making appropriate corrections for members with account problems.
• Gathering needed data and verification documents from members and real estate partners.
• Maintaining a knowledge of, promoting, and cross selling a variety of Credit Union products and services.
• Making recommendations to members based on their full financial picture and personal financial goals.
• Receiving calls from a queue, assisting members in pay-offs and account closures, and attempting to retain these members within set parameters.
• Other duties as assigned.

Qualifications:

Bachelor’s Degree or equivalent experience is preferred. One to two years of sales or customer service experience is preferred. Knowledge of federal regulations and general lending policies. Ability in math, ten key calculator, typewriter, and computer. Excellent communication and people skills. Ability to

always maintain the confidentiality of Credit Union and member records. Good knowledge of Credit Union services.

Performance Standard:

Must be able to achieve minimum monthly goal expectations as set forth by Member Relationship Management. Professional in appearance, attendance, quality, and quantity of work performed. Ability to work under pressure and through conflicting situations. Must be willing to comply with the Bank Secrecy

Act and USA Patriot Act as implemented by ICCU.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.