Job Summary

The Applications Specialist is responsible for providing professional and a superior member experience over the phone and through online correspondence in a fast paced, high-volume environment. Applications Specialists are required to follow established policies and procedures to process loan, deposit, and new membership applications accurately and efficiently.

Essential Job Duties

• Interviews members and non-members to identify perceived and unperceived needs to assist the member with any loan or deposit products they may need or desire. Provides accurate answers to complex member and nonmember questions regarding loans, deposits, and new membership.
• Understands and adheres to caller verification procedures.
• Efficiently navigate multiple platforms via internet browsers and other software.
• Monitors and inspects loan and new membership queues to ensure all applications are worked in a timely manner.
• Audits all applications to ensure that each application is accurate and adheres to Firstmark’s policies and guidelines.
• Ensures the proper disbursement of loan proceeds utilizing both Symitar and Opening Act.
• Responsible for collecting appropriate taxes, fees, documents, and funds for all transactions.
• Ensures all duties assigned by management are accomplished in a timely manner.
• Consistently models all high five values and appropriate behaviors.
• Adheres to Firstmark attendance policies, remains adaptable in task assignments, and performs all other duties as assigned. Determines through listening skills, any products, services, and conveniences that would benefit the members financial needs and cross-sells when appropriate.

Education

• High School diploma or equivalent.

Experience

• Must have at least one to three years of experience in a related Call Center environment, and/or two to three years of Customer Service experience in a service- oriented environment.

Licenses/Certifications

• Registered Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) or obtain within 120 days from date of hire, promotion, and/or transfer.

Skills

Ability to work in a fast-paced, call center environment.

• Ability to present a consistently positive and professional presence over the phone.
• Strong knowledge of applicable Federal and State laws pertaining to consumer lending to include Dodd Frank/Truth in Lending Act, FNMA and Freddie MAC guidelines and requirements.
• Registered Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) or obtain within 120 days from date of hire, promotion, and/or transfer.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
• Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
• Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
• Ability to work effectively as a team contributor to achieve shared goals.
• Ability to adapt and embrace changes in organization, processes and systems as needed.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven)

Physical Activities

• Ability to sit for 4–8 hours within a given day while providing membership service and/or information by telephone or written correspondence.
• Constantly uses fingers and hands when dialing/answering the telephone and operating a computer or other office machinery, such as a ten-key number pad or calculator, copy machine, and computer printer.
• Ability to hear average or normal conversations and receive ordinary information through verbal communications in person or over the telephone.
• Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate a computer or other office machinery.
• Lifts, transfers, or moves up to 20 lbs. of office equipment, marketing materials, supplies, or other materials.
• Occasionally moves about, push/pull, climbing, stooping, kneeling, standing, and/or ascends/descends stairs to gather or deliver documents; access office machinery (copy machine, computer printer, and the like); attend training sessions; meet with co-workers; and/or perform related duties.

Working Conditions

• High-volume call center atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

Conceptual/Intellectual Activities and Other Requirements

• Ability to focus on serving the member to gain the member’s respect and trust.
• Frequently convey detailed or important instructions or ideas accurately, clearly, and/or quickly.
• Understand, remember, follow, and exchange basic instructions, information, and guidelines.
• Organize thoughts and ideas into understandable terminology.
• Ability to apply common sense reasoning and decision-making to carry out detailed, involved financial transactions and to resolve problems involving several concrete variables.
• Dependable attendance and punctuality are necessary to perform the essential job duties.
• Willingness to participate in training and development opportunities to improve job knowledge of Credit Union policies, procedures, and services to include sales training and annual regulatory refresher courses.
• Available to work Monday through Friday and rotating Saturdays
• Flexibility and adaptability to sudden or required schedule changes to better serve the membership.
• Internal candidates must meet the minimum requirements as specified under the Job Posting policy in the Employee Handbook.
• Must maintain a professional appearance suitable for person-to-person interviews with members of the Credit Union and in representing the Credit Union at outside events

Flexibility to work shifts between 8:00 AM - 6:00 PM, Monday - Friday and rotating shift of 9:00 AM - 4:00 PM on Saturdays