This will be a joint/hybrid position, working in both a loan processor and member service role. Member Service Representatives will assist members by addressing inquiries and resolving member issues in person, via phone or by email. As a commercial loan processor, assist in collecting information to ensure all loan documentation is complete and accurate. The responsibilities will also include building and maintaining relationships with the members. To succeed in this position, you should have excellent communication skills and the ability to perform tasks with minimal supervision. You should also have phenomenal customer service abilities.

Duties

• Welcome members and greet them warmly.
• Actively listening to members and identifying their needs. Always seeking understanding.
• Answering phone calls and written questions, concerns, and complaints regarding membership.
• Resolving member concerns in a timely and professional manner.
• Adhering to the guidelines of the company to maintain confidentiality.
• Balancing a cash drawer.
• Educating and cross-selling products and services to members and potential members.
• Investigating and resolving or escalating membership and payment issues.
• Assessing member eligibility and processing payments, applications, and requests.
• Documenting all inquiries and maintaining accurate membership records.
• Remains calm, composed, tactful and respectful even in difficult situations.
• Consistently projects a motivated and positive attitude.
• Demonstrates dependability, honesty, promptness, and commitment to excellence.
• Demonstrates a high level of interpersonal skills by relating well to others.
• Enhances visibility within the community by supporting and participating in community events.
• Projects a professional image in dress, demeanor, and communication.
• Mail or e-mail loan applications and/or information to members and prospective members.
• Provide administrative assistance to the Director of Business Services, including updating loan data in the credit union’s computers, processing letters, and assembling documentation for member loans.
• Ensure that loan files contain documents with proper signatures, dates, and other relevant data. Perform various preliminary reviews on loan files such as title reports, flood determinations, hazard binders and appraisals.
• Assemble and verify accuracy of loan documentation.
• Check documents for proper vesting, legal descriptions, closing dates, and signatures.
• Order credit reports for loan officers.
• Request flood certification to identify if property is or is not in a flood zone.
• Request AVM / PCR to establish property value and condition of property.
• Prepare and submit loan documentation requests
• Order title work from attorneys
• Notify vendor to place security interest of credit union on title document. Ensure that the documentation on titles is accurate and up to date.
• May input loans into the system.

Skills

• High school diploma/GED.
• Customer service experience required.
• Sales experience beneficial.
• Excellent communication skills, both written and verbal.
• Good listening and interpersonal skills.
• Strong attention to detail.
• Computer literate.

Join our team as a Commercial Loan Processor/Member Services Representative, where your contributions will directly impact our members’ experiences and help them achieve their financial goals.