Member Solutions Officer (Consumer Lender) - Contact Center

Description

Are you looking for a rewarding career with an organization that puts people first? Credit Union of Georgia is looking for a talented Member Solutions Officer (MSO) to help our busy and growing contact center.

The MSO provides exceptional member service and has extensive knowledge of the various types of loans that the credit union can provide, as well as a complete working knowledge of the requirements or conditions that are necessary for applicants to successfully qualify for each type of loan. This individual acts as the liaison between the institution and the applicants, and will seek to find a loan arrangement that is in the best interests of both parties.

Responsibilities:

• Responsible for upholding Credit Union of Georgia brand standards including following all of the steps of our unique member experience and to Engage, Ask, Solve and Excite and deliver top level member service.
• Provides support or service to members with account related requests or complaints. This individual must be able to open new accounts and provide information on the organization and its services.
• Responsible for loan applications and reports necessary to process loans. These include credit reports, income verifications, title and lien searches and processing credit verification requests. Seeks additional loan opportunities by mining credit reports of new and existing members in order to obtain additional loan accounts. Prepares documents as authorized to properly secure different types of loans and extensions. Communicate lending decisions in a manner that provides prompt and efficient service to members or other employees. Performs these duties with accuracy and efficiency.
• Meets or exceeds individual and branch loan production and ancillary product goals consistently. Proactively seeks and takes advantage of every opportunity to cross sell GAP, Warranty and Credit Shield insurance products on loans.
• Performs opening and closing procedures and assists in leading member service including handling exceptions, complex issues and complaints, in the absence of the manager or assistant manager.
• Abides by and maintains current and thorough knowledge of Credit Union policies and procedures including the Credit Union Service Standards. This includes working well with other departments to ensure cohesiveness of transactions and relationships.
• Cross sells and presents the features and benefits of all Credit Union products and services. This individual should be able to build strong relationships with members by providing exceptional service per the Credit Union Service Standards. Looks for opportunities to deepen the relationship with each member by having a thorough knowledge of these products and services.
• Assists members with opening and closing accounts as needed. Seeks solutions to member needs and to resolve their problems.
• Complies with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Works with the branch manager to ensure that the branch is providing excellent member service by maintaining the Service Standards at all times.
• Other duties as assigned by the Branch Manager.

Credit Union of Georgia is an equal opportunity employer.

No phone calls please.

Requirements

• At least 1 year Member Solutions Representative or customer service experience.
• At least 1 year of bank lending experience.
• 5 years practical work experience.
• High school degree or GED required.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.