Member Enhancement Advocate

PRIMARY FUNCTION:

This position actively identifies the financial needs of the members of Notre Dame Federal Credit Union and seeks out opportunities to meet their consumer borrowing needs, while referring other needs to appropriate partners. This position will serve as primary point of contact for current and potential members for loan product questions and applications through phone calls and online applications in the Shamrock Center. This position will initiate outbound calls in order to strengthen relationships with members, and increase our overall share in the market. This position will actively seek referrals and follow up on new leads while identifying sales prospects. This position will actively contribute to the achievement of Shamrock Center sales and service goals in order to meet both professional and business goals while achieving member satisfaction, revenue generation, and establishing long-term member relationships.

ESSENTIAL DUTIES & RESPONSIBILITIES:

This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.

• Maintain an expert level knowledge of all products and services offered by Notre Dame FCU.
• Actively determines members’ financial needs, requirements, and expectations in order to recommend appropriate products and solutions.
• Correspond with members through phone, email, and written communication while maintaining excellent member service standards.
• Effectively generates new and repeat sales by providing accurate product and technical information in a professional manner.
• Accurately presents rates and terms in accordance with standard procedures.
• Accurately input loan applications received online, through calls, by referral, or in cross-sell for all Notre Dame FCU loan products, excluding only, first mortgages.
• Ensures timely follow-up communication with members following sales to make certain ongoing member satisfaction is tracked and improved and to assist in resolving any complaints.
• Manages pipeline for originated applications through closing and accurately completes required management reports.
• Proactively cross sells products and services on every loan application and member interaction by counseling members with regards to deposit products and other non-lending services.
• Assists members in opening new accounts when the membership is required for a loan and actively promotes checking accounts and debit card usage.
• Provides referrals to other departments including the mortgage department, investment services, and the Private Member Group
• Develops sales strategies, maintains and expand referral sources, participates in community and organizational activities
• Contact new and existing members about products and services identified through specific marketing campaigns
• Initiate calls on credit bureaus to determine additional opportunities.
• In a back-up capacity, provides assistance for the Virtual Service team of the Shamrock Center to respond to member’s inquiries and provide service for all types of member needs, including account inquiries, online member banking service, and basic member questions.

SUPERVISORY RESPONSIBILITIES:

No requirement.

PERFORMANCE STANDARDS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This position will require the knowledge to effectively process all consumer loan applications and analyzes loan products in order to attain the lending goals and objectives of the Credit Union. A professional appearance and attitude is required. In addition, such persons must be able to generate applications and process loans in a timely manner.