E-Branch Representative

POSITION

E-Branch Representative

REPORTS TO: E-Branch Supervisor

SUPERVISES: N/A

CLASSIFICATION: Non-Exempt, Full-Time Hourly

TELECOMMUTE: Potential for hybrid work schedule

POSITION SUMMARY

The primary focus for this position is to provide high-quality service and assistance to credit union members through various communication channels. E-Branch Representatives are responsible for providing direction to member inquiries, performing general account maintenance, assisting members through the loan application process, cross-promoting credit union products and services as appropriate, and to ensure a professional, efficient, and cohesive service experience.

ESSENTIAL FUNCTIONS AND DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Meet management service standards and expectations.
• Attend staff, department, leadership, and executive meetings as scheduled.
• Promote credit union products and services.
• Respond Promptly and courteously to member inquiries.
• Keep work area clean and sensitive material properly secured.
• Complete assigned training in a timely manner as required for compliance with regulations.
• Resolve member issues and escalate problems to appropriate personnel/departments as needed.
• Identify member needs and suggest appropriate solutions.
• Review and process new member applications submitted through phone and online platforms.
• Provide guidance and support to potential members throughout the account opening process, answering questions and addressing concerns in a timely and professional manner.
• Respond to inbound loan inquiries from potential loan applicants via phone, email, or chat, providing detailed information about loan products, interest rates, and eligibility criteria.
• Collect, review, and verify loan applications and all supporting documentation ensuring all required fields are accurately completed.
• Maintain regular communication with applicants to provide updates on the status of their loan application.
• Uphold professionalism and confidentiality across all communication platforms while employing active listening and effective communication skills.
• Maintain detailed records of all interactions with members and applicants and any actions taken on their behalf.
• Ensure smooth operation of telephone and communication systems by minimizing phone transfers and handling calls efficiently.
• Work to meet call performance metric individual and department goals.
• Stay up to date on credit union policy and procedures. Adhere to regulations.

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that may be required of an employee for the successful fulfillment of this position. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS

Education/Certification:

• High School Diploma or equivalent required

Required Knowledge and Experience:

• 1-3 years customer service experience
• Call Center work experience preferred
• Proficiency with computer systems and software applications.
• Knowledge of Credit Union products, services, and philosophy preferred

Skills/Abilities:

• Strong professional communication and interpersonal skills
• Ability to handle multiple tasks efficiently and accurately
• Attention to detail and strong organizational skills
• Problem solving and analytical abilities
• Attention to detail and accuracy
• Sales and cross-selling skills
• Team player

PHYSICAL AND WORK REQUIREMENTS

This is a non-exempt, full-time hourly position, working 40 hours per week on average. A typical schedule for the E-Branch Representative is Monday-Friday with occasional weekend working shifts. The E-Branch Representative operates in a professional office environment regularly where travel to offsite meeting locations, conferences, and events may be required but is rare. Capability for hybrid remote work when necessary for business operations is required. This position requires approximately 7 plus hours of stationary daily computer and phone use and occasional lifting of items weighing up to 20 pounds including supplies, equipment, ect. Occasional bending, squatting, twisting, reaching above or below shoulder level, and kneeling is required.

ADITIONAL ELIGIBILITY QUALIFICATIONS

Must be eligible to work in the U.S. Sponsorship is not available. A valid driver’s license and personal vehicle in good operating condition are also necessary for this position.

AAP/EEO STATEMENT

Equal employment opportunity has been, and will continue to be, a basic principle at HarborLight Credit Union. Employment at our Credit Union is based upon merit, ability, and qualifications. No qualified applicant or employee is to be discriminated against because of race, color, religion, sex, pregnancy, age, national origin, citizenship, disability, veteran, military, or genetic status, or other status protected by federal, state, local or other law. Our equal employment opportunity commitment applies to all areas of employment including (but not limited to) hiring, training, placement, promotion, compensation, and benefits.