Contact Center Product/Lending Specialist

ServU Credit Union offers a workplace where employees feel valued. In a world of technology and automation, we know that our employees provide the meaningful touchpoints that our membership wants and needs. We are dedicated to the growth and success of our employees. We provide a healthy work-life balance and a supportive work environment.

ServU’s mission statement is “to responsibly serve the financial needs of our membership in a manner than exceeds their expectations.” We are member focused and are proud to serve 17 counties in our local area. We are committed to offering financial services as well as giving back through community events.

ServU provides a comprehensive benefits package including major medical, competitive salaries, 401(K) and generous paid time off. To find out more about ServU, please visit our website at servucu.com.

JOB SUMMARY:

Prepare and process loan and membership applications from digital channels. Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers calls to appropriate departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Interview members and gather information for loan officer approval of loan while following loan procedures and policies. Maintain member loan files.

• Process approved loans. Disburse loan proceeds.
• Understand and obtain credit ratings / credit reports from outside agencies.
• Prepare paid off loan paperwork for members.
• Understand adverse action requirements and send adverse action forms for denied loans.
• Timely response to members providing updates on application and any delays.
• Explain payment methods available to member through all channels. Assist with setting up as needed.
• Understand insurance offered by credit union for various products and services. Promote appropriate coverage to member, and explain benefits and cost.
• Assist members through other channels such as secure messaging, chat, video and online applications. Assist with use of Adobe Sign for electronic signatures.
• Obtain a thorough knowledge of requirements for special accounts: Custodial, Rep Payee, Court Ordered, Burial, Trust, Organization and Business Accounts
• Review and process account opening applications submitted through digital banking channels. Identify fraudulent accounts and report to Risk Management.
• Answer phones. Transfers calls to specific staff or departments as requested by the member.
• Process requests for check orders, change of address, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
• Handle member requests provided through secure messaging.
• Complete digital banking password reset, unlock accounts, and assist with updating contact information.
• Provide information to members on electronic deposits and withdrawals, including loan payment methods.
• Answer member question on credit card payment and transaction history, declined transactions, balance transfers and other 1st level questions.
• Review debit card alerts, unblock cards as needed and escalate disputes to Card Services.
• Obtain working knowledge of all digital banking products and services; instruct members on how to complete tasks over the phone.
• Take payments over the phone via cash advance, transfers and credit card payments from outside accounts.
• Utilize various systems including but not limited to the core, back office systems for digital banking and card processors, and department specific core features.
• Perform clerical duties as assigned.
• Become proficient in all credit union services and products. Explain, promote and cross sell them to members as appropriate.
• Assist in other job duties as assigned by management.
• Comply with all safety and security policies, practices and procedures. Report any unsafe or suspicious activities to your supervisor.
• Community involvement is a requirement of this position as outlined in the ServU Employee Handbook.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets

QUALIFICATIONS / REQUIREMENTS:

• One to three years of similar or related experience
• Meridian Link account opening and loan application experience
• Team player with department and other staff
• Ability to handle multiple tasks simultaneously
• Excellent grammar and communication skills
• Strong computer skills
• Organization skills with great attention to detail
• Ability to sit for long periods of time
• Timeliness and regularity of attendance are essential to the job
• High level of confidentiality is mandatory

The actual compensation will be determined based on experience and other factors determined by law.

ServU FCU is an Affirmative Action Equal Opportunity Employer. We fully encourage minorities, females, Veterans and Individuals with Disabilities to apply for all openings.

Job Type: Full-time

Pay: $17.48 - $21.85 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $17 - $22