Consumer Lender I

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security. 

Provide excellent member service to credit union members and potential members, via electronic delivery channels. Answer questions and process consumer loan requests accurately and efficiently while ensuring confidence and accountability. Build trusted relationships through financial recommendations. Perform a broad range of member services such as opening and closing accounts, assisting members with account related questions and e-services. 

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

1. I will provide an immediate and friendly greeting.
2. I will service you with a smile.
3. I will address you by name.
4. I will give you my full attention.
5. I will make recommendations to improve your financial well-being.
6. I will treat you with courtesy and respect.
7. I will thank you for your business.
8. I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS

• Respond to members/non-members in a courteous, professional, and timely manner, providing prompt, accurate and efficient service in accordance with credit union service standards.
• Respond, process and complete member/non-member consumer loan inquiries, including credit cards, received from all communication channels including multiple phone queues, text message, live/video chat, email, online contact submissions, after-hours contact requests and fax. 
• Build and strengthen trusted relationships with members by assessing needs and recommending appropriate financial solutions.
• Pro-actively engage with members/non-members offering additional products and services.
• Maintain comprehensive credit report knowledge to help improve and repair credit.
• Maintain knowledge of credit insurance products including GAP insurance and debt protection. Actively offer these products to qualifying members. 
• Provide members with responses regarding membership/account inquiries, account balances, loan payoffs, funds transfers, credit union products/services, check orders, general questions, e-services and more.
• Maintain high level of consumer loan product and service information.
• Maintain comprehensive knowledge of credit union products, services policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Meet established expectations.
• Additional responsibilities as assigned. 

PHYSICAL REQUIRMENTS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to lift to 25 pounds
• Able to sit or stand for 2-4 hours at a time
• 
  

WORK ENVIRONMENT

• Working with members and co-workers in-person in a public setting. 
• Must maintain a neat and orderly work area
• Protect the confidentiality of credit union employees and members by locking or removing items from desk/workstation when away. 

QUALIFICATIONS & EXPECTATIONS

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job. 

• Service focused behavior with strong commitment to excellence. 
• Clearly record underwriting rationale, conditions, and exceptions/compensating factors in the loan file.
• Recognize red flags and escalate based on procedure. 
• Excellent listening, clear verbal, and professional written communication skills.
• Ability to assess difficult situations and remain calm under pressure.
• Accurate, detailed self-starter who can exercise independent judgement and make sound decisions. 
• Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day. 
• Ability to take initiative in recommending/making changes to improve efficiencies.
• Sound understanding of math applications.
• Ability to train team members. 
• Self-motivated and willingness to learn new technology and applications.
• Ability to be bonded.
• Ability to clear credit and criminal history background check. 
• Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

EDUCATION & EXPERIENCE

• High school graduate or equivalent, required.
• Two years' customer service experience, required. 
• Two years of financial industry experience, preferred. 
• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite. 
• Strong typing and basic technology problem solving skills. 
• Working knowledge of e-services including online banking/mobile app and e-sign. 
• Understanding of State and Federal loan regulations, policies, and procedures.

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.