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Red Canoe Credit Union · 1 day ago

Contact Center Loan Member Advisor I

Call Center, Longview, WA, US

Full-time

Onsite

Entry Level

$21.92/hr - $32.88/hr

1+ years exp

Red Canoe Credit Union is a financial institution that provides various services to its members. They are seeking a Loan Member Advisor I to assist members with account transactions, lending inquiries, and to deliver high-quality member experiences in a contact center environment.

BankingFinanceFinancial Services

Responsibilities

Assist members with their accounts over the telephone

Process teller transactions which include withdrawals, deposits, Visa advances, payroll deduction changes

Abide by check acceptance limits for Business and Personal checks

Aid with all credit union products and services, and products offered by Red Canoe Financial Group

Open and maintain all new accounts, products, and services

Handle complaints, troubleshoot, research, and maintain accurate records associated to services provided

Assist members by taking basic loan applications for VISA, LOC, Shared Secured, dealer loans with PO in Washington and Oregon, and internal refinances

Refer action to Senior Underwriting for recommendations and decisions

Effectively refer products and services and their features and benefits as outlined in the CUNA 'Creating Member Loyalty' program

Track referrals, member relationships and contacts using the program software

Make quality product and service referrals to existing members & non-members

Sales efforts include, but are not limited to, referrals, buyouts, member surveys and out bound service calls

Maintain professional member service by meeting the quality service standard, SLA, and schedule adherence standards

Backing up CHAT, Email and other interaction queues as needed

Adhering to the agent schedule start, break, lunch and end shift times

Giving sufficient notification for missed work, appointments or PTO scheduled time off

Following through on assignments and counted on to complete assignments in a timely and competent manner

Must be self – directed, take initiative and is proactive

The degree to which employee/member service application is demonstrated in the day-to-day business environment

Showing openness to change and new ideas

Ability to adjust to changing work requirements and respond to new situations

The percentage earned on quality service rating from Mystery Shops

Promote a positive, productive, and professional working environment

Demonstrating sensitivity, cooperation, understanding and respect

Level of work output or productivity as compared to a standard or compared to others

The degree to which the individual complies with company policies

Maintain good telephone and communication skills

Assist with month-end and daily reports for department

Maintain and processes signature cards

Accurate account maintenance including methods of ID verification with MFA, SMS, or out of wallet questions

Scanning of checks, signature cards, loan documents

Assist members as needed to provide quality services with knowledge of products and services to effectively cross-sell/referrals

Knowledge of dividend calculations

Knowledge of compliance related issues

Resolve and report member complaints including filing UAR's under suspicious circumstances for BSA

Understand and explain deposit coverage (NCUA)

Process check orders, stop payments, statement requests, check copy requests, payroll deduction, process digital services such as pay by card services with SWIVEL

Provide accurate quality service on loan inquiries and loan interviews

Duties as assigned by the Branch Manager

Qualification

Credit Union knowledgeLending experienceCustomer service skillsKeyboard proficiencyAccount maintenanceDependabilityOral communicationWritten communicationTeamworkAdaptability