Relationship Banker (Virtual Relationship Center)

First Entertainment Credit Union is looking for a focused and proactive Relationship Banker who is responsible for providing an excellent experience in every interaction with our members, such as opening new memberships, building a book of business, and promoting credit union products while maintaining strong rapport. As a Relationship Banker for our Virtual Relationship Center, you will process loans and membership applications that come through our virtual channels while maintaining a high level of service. You will enthusiastically identify new membership opportunities and provide solutions for financial needs. You must be able to meet or exceed member experience standards and sales goals.   

The Relationship Banker will actively identify cross-sell opportunities and needs to effectively promote ancillary products, such as Debt Protection (DP), Mechanical Repair Coverage (MRC) and Guaranteed Asset Protection (GAP), other loans and various other credit union services that meet member needs. They should be knowledgeable in digital services to assist members with using various virtual channels and promoting digital services.

This is a full-time, hybrid opportunity reporting to Manager, Virtual Relationship Center and is based in Hollywood, CA.

Responsibilities

·         Meet or exceed monthly assigned membership and loan production targets based on Annual Key Performance Indicators (KPI’s)

·         Proactively follow up on new and pending loan and membership applications by set Service Level Agreement.

·         Be knowledgeable in digital services to assist members with using various virtual channels and promoting digital services.

·         Attend business development events and provide membership support for our field events which may take place at our Studio lots or various community locations.

·         Using credit reports, member data, and other information, actively seek opportunities to increase loan opportunities.  This includes contacting members with pending loan applications and referring members for non-consumer loan products when appropriate.

·         Accurately present information and perform tasks associated with the processing and funding of various consumer loans offered by the credit union.

·         Process all original loan documents timely, including required government agency forms and documents for loans applications.

·         Prepare DMV loan packets for submission to appropriate DMV Processors within department guidelines.

·         Handle inbound inquiries directly from members or those routed from internal departments to provide exceptional member support.

·         Maintain accurate quality control for loan and new account processing daily.

·         Serve as an outbound sales call representative, responsible for contacting members as part of our daily interactive calls and/or preapproval campaigns.

·         Accurately perform monetary and file maintenance transactions, such as transactions associated with new deposit accounts, loan transactions, and various other requests.

·         Meet monthly Loan Quality standards by adhering to loan policies and procedures.

·         Manage and maintain members accounts with accuracy, completeness, and in compliance with banking regulations.

·         Uphold compliance and risk management standards, ensuring adherence to regulatory guidelines and mitigating potential risks.

·         Use member feedback to drive improvements in the sales process and member experience, including contacting members to address feedback and concerns, and collaborating with the Relationship Center leadership to implement changes and improvements.

·         Perform other duties as assigned.

Requirements

·         Active registration as a Mortgage Loan Originator with the NMLS. Must obtain NMLS certification within first year of employment if not currently registered.

·         High school graduate, two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.

·         A minimum of two (2) to five (5) years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least two years supervisory or lead employee experience.

·         Prior experience working in a call center.

·         In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

·         Thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.

·         Effective communication skills across all levels of audience.

·         Proficiency in Microsoft office products, computer equipment and Symitar for Windows (Episys).

·         Ability to work on Saturdays as scheduled.

·         Must be available to meet in-person with members and to attend Credit Union events.

·         Must be able to work a minimum of two (2) days in the office to properly process documents, forms and applications. 

·         Reliable transportation or means to attend business development events.