Indirect Department Processor

Allegacy Federal Credit Union Employee Job Description

Job Title: Indirect Department Processor Job Code: 20073 Reports To: Alternative Lending Manager

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position provides initial contact with indirect dealers needing customer service or funding assistance. To ensure accurate and timely funding of indirect loans, and to maintain all records of indirect dealer information, as well as records regarding ACH requests, adverse actions correspondence, and potential cross-sell opportunities.

Nature and Scope

This primary purpose of this position is to facilitate interactions between the credit union and indirect dealers/providers and to ensure that accurate and timely funding of all indirect loans occurs. Internal and external relationships necessary to effectively complete this task include working closely with indirect dealers/providers, Auto Buying dealers, department manager, and Support Services. Other internal relationships that may be required to effectively complete these tasks include working with Accounting and Internal Audit to ensure proper credit union procedures are being followed. This individual must be able to accurately and quickly make decisions concerning customer service issues and other issues to ensure the needs of the credit union, the indirect dealers/providers, and the new members are being met. The environment in which this person operates involves meeting daily deadlines to ensure promised services are delivered. At times this person may be required to work overtime to meet these deadlines; as well as, constantly working in an accurate timely fashion. A pleasing high-energy demeanor is also necessary to ensure effective relationships are maintained between all parties involved in indirect loan funding and Auto Buying.

Specific Accountabilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external member that is in alignment with our Brand Culture.
• Meet or exceed established service goals
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• Receive and enter loan applications, verify all necessary information.
• Maintain confidentiality in respect to members/ accounts.
• This position will assist members with locating new and used vehicles and pricing them.
• This position is in place to facilitate a positive working relationship with current and potential indirect dealers. This person is responsible for effectively communicating credit union/indirect funding needs to these dealers to ensure accurate and timely funding of indirect loans. Once loans packets are received this person must ensure all required information and documents are present and that all information corresponds with all information entered in the Allegro/nCino software. Any corrections that must occur are handled directly between this person and the involved dealer; effective communication and understanding is essential in maintaining these positive relationships. This person is responsible for entering all memberships and loans into DNA, taking special care to

ensure all credit union operating procedures are followed (i.e. correct transactions & updates, dual control procedures, etc.). Once all information is entered into DNA, this person is responsible for facilitating a collaborative effort with the Support Services department to ensure that all ACH requests are received and entered such that ‘same day’ funding can occur as promised. All loan packets must be correctly prepared and scanned into Nautilus. This person is also responsible for maintaining retention files for Internal Audit reviews, as well as all information concerning dealer contact and funding information, and potential cross-sell opportunities. Communication between this person and new members will occur as needed to ensure proper customer service is given to these members.

Other duties include dealer supply/forms inventory monitoring and replacement, and other clerical duties as requested by the department manager. This person is responsible for analyzing and reconciling a variety of weekly, monthly, and quarterly reports; as well as working with Support Services and Accounting to provide any information needed to assist in their report reconciliation. Additional duties as assigned.

Knowledge, Skills and Abilities

• Experienced in operating on-line computer terminal with PC experience, including data entry and word processing with sufficient typing skills.
• Technically proficient in Windows operating system, Word, Excel, and DNA
• Demonstrate strong interpersonal skills, with abilities to handle issues and concerns.
• Demonstrated successful sales performance.
• Accuracy in handling complicated statements and other teller transactions.
• Strong telephone and verbal communication skills (clear, personable voice, precise and quick understanding of dealer/provider communication and implied needs).
• Demonstrated reliability; thoroughness; attention to detail; excellent internal and external customer service skills in past job assignments.
• Strong problem-solving skills.
• Ability to diffuse anger quickly and effectively.
• Ability to handle conflict in a professional manner.
• Strong organizational skills are essential in handling this multi-task environment.
• The ability to accurately and quickly create Word and Excel documents.
• The ability to accurately create and maintain small databases and spreadsheets.
• Ability to incorporate AFCU performance attributes in daily work activities along with the willingness and ability to display a professional, courteous and helpful attitude to customers (internal as well as external).
• Additional duties as assigned.

Education and Experience

Two years’ experience in a financial center, customer service environment.

Demonstrate a general working knowledge of all financial services, teller activities and financial center operations.

High school graduate required.