As the Home Equity Intake and Escalations Representative, you play a pivotal role in delivering primary phone support to both members and internal Member Service Teams. Your responsibilities include addressing general Home Equity inquiries, navigating through active applications, and managing first-tier escalations. With a focus on providing quality service, you engage across multiple communication channels to enhance the overall member experience throughout the Home Equity application process. Your expertise and commitment contribute significantly to ensuring a seamless and positive journey for our members.

To excel in this role, the candidate must effectively fulfill each job responsibility.

• Provides exceptional member service to credit union membership by assessing member needs and advising to improve their financial situation
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
• Consistent focus on increasing member satisfaction, building the membership base and account retention
• Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Shows understanding and application of MACU home equity lending processes, procedures, and guidelines, and understanding of appropriate federal and state real estate lending regulations and how they apply to MACU.
• Be detail oriented and ensure the processing quality of home equity loans by achieving documentation accuracy, goals and standards.
• Maintain quality turn times and self-management of workload/pipeline to hit strict deadlines and production standards.
• Participate in ongoing training of home equity products.
• Builds and maintains a cooperative working relationship with other home equity lending team members as well as vendors and branch/member service personnel.
• Receives and responds to all escalated member calls from Member Service Team and directly from the membership.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• Three years of experience in a progressive financial institution with a focus on lending and home lending
• Call Center/Mortgage Industry experience is preferred.

Education

Associate degree in business, finance or related field or 2 additional combined years of experience in a financial lending environment. Education must be from an accredited institution and will be verified.

Licenses, Certifications, Registrations

NMLS License required

Managerial Responsibility

This position does not have managerial / supervisory responsibility.

Computer/Office Equipment Skills

• Advanced level knowledge of the Microsoft suite of applications with emphasis on Excel and PowerPoint.
• Demonstrated experience with lending software programs. Encompass experience preferred.
• Experience with analytical reporting software – preferred.

Language Skills

• Strong written and verbal communication skills, including the ability to synthesize data, develop recommendations, influence partners and report on status.
• Demonstrated ability to clearly express ideas, methodology, results.

Other Skills and Abilities

• Strong analytical and problem-solving skills. Ability to quickly analyze data to identify key insights and apply them to the business, including ability to make recommendations and build plans to complete them.
• Demonstrated experience developing and handling home lending portfolio products.
• Understanding of general mortgage credit policy and underwriting process.
• Product pricing experience.
• Comfortable working with ambiguity and adapting to change and ability to lead cross-functional teams.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)